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

1. Was ist KEIN Bestandteil des Service-Wertesystems?

A) Gelegenheit und Nachfrage
B) Governance
C) Die Service-Wertschöpfungskette
D) Kontinuierliche Verbesserung

2. Welches Leitprinzip führt zu einer schnelleren Reaktion auf Kundenbedürfnisse durch Timeboxing von Aktivitäten und Lernen aus den Ergebnissen früherer Aktivitäten?

A) Fokus auf Wert
B) Optimieren und automatisieren
C) Zusammenarbeiten und Sichtbarkeit fördern
D) Iterativer Fortschritt mit Feedback

3. Was wird durch die Dimension „Organisationen und Menschen“ des Servicemanagements beschrieben?

A) Verträge und Vereinbarungen
B) Kommunikation und Zusammenarbeit
C) Arbeitsabläufe und Kontrollen
D) Ein- und Ausgänge

4. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Der Zweck des [?] besteht darin, sicherzustellen, dass die Organisation im Einklang mit den Zielen der Organisation kontinuierlich gemeinsam mit allen Beteiligten Werte schafft.

A) Leitprinzip „Konzentration auf den Wert“
B) Service-Wertesystem
C) Vier Dimensionen des Servicemanagements
D) Praxis des „Service Request Managements“

5. Welche Praxis benötigt am MEISTEN Mitarbeiter, die Fähigkeiten wie Empathie und emotionale Intelligenz aufweisen?

A) Problemmanagement
B) Kontinuierliches Management
C) Servicedesk
D) Serviceanforderungsverwaltung

Solutions: