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EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:

1. Welche Aussage BEST repräsentiert die Anleitung zur Protokollierung von Vorfällen?

A) Es können nur Vorfälle protokolliert werden, die an den Service Desk gemeldet wurden
B) Vorfälle müssen nur protokolliert werden, wenn eine Lösung nicht sofort verfügbar ist
C) Der Service Desk entscheidet, welche Vorfälle protokolliert werden sollen
D) Alle Vorfälle müssen vollständig protokolliert werden

2. Was beschreibt die geplante Wertschöpfungskettenaktivität?

A) Es stellt sicher, dass die Dienste gemäß den vereinbarten Spezifikationen und den Erwartungen der Stakeholder bereitgestellt und unterstützt werden
B) Es stellt sicher, dass Servicekomponenten verfügbar sind, wann und wo sie benötigt werden, und die vereinbarten Spezifikationen erfüllen
C) Es gewährleistet ein gemeinsames Verständnis des aktuellen Status und der Vision für alle Produkte und Dienstleistungen im gesamten Unternehmen.
D) Es gewährleistet die kontinuierliche Verbesserung von Produkten, Dienstleistungen und Praktiken über alle Aktivitäten der Wertschöpfungskette hinweg

3. Welche dieser Aktivitäten werden im Rahmen des „Problemmanagements“ durchgeführt?

A) Erstellen von Vorfalldatensätzen
B) Eskalieren von Vorfällen an ein Support-Team zur Lösung
C) Trendanalyse der Vorfallaufzeichnungen
D) Vorfälle diagnostizieren und lösen

4. Welche Praxis nutzt Methoden aus Lean, Agile und DevOps?

A) Kontinuierliche Verbesserung
B) Problemmanagement
C) Vorfallmanagement
D) Servicedesk

5. Welche Vorgehensweise erfordert Konzentration und Anstrengung, um auf die Anforderungen, Probleme, Sorgen und täglichen Bedürfnisse der Kunden einzugehen und ihnen zuzuhören?

A) Service-Level-Management
B) Lieferantenmanagement
C) Serviceanforderungsverwaltung
D) Servicedesk

Solutions: