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

1. Welches Leitprinzip empfiehlt die Standardisierung und Rationalisierung manueller Aufgaben?

A) Optimieren und automatisieren
B) Zusammenarbeiten und Sichtbarkeit fördern
C) Ganzheitlich denken und arbeiten
D) Fokus auf Wert

2. Was ist im Rahmen der Dimension „Partner und Lieferanten“ zu berücksichtigen?

A) Die Aktivitäten, Arbeitsabläufe, Kontrollen und Verfahren, die zum Erreichen der vereinbarten Ziele erforderlich sind
B) Die erforderlichen Fähigkeiten und Kompetenzen von Teams und einzelnen Mitgliedern der Organisation
C) Der Grad der Integration und Formalität in den Beziehungen zwischen Organisationen
D) Die im Rahmen der Leistungserbringung und -nutzung erstellten, verwalteten und verwendeten Informationen

3. Worauf sollten alle Entscheidungen zur „kontinuierlichen Verbesserung“ basieren?

A) Eine aktuelle Reifegradbewertung
B) Details zur Messung von Dienstleistungen
C) Genaue und sorgfältig analysierte Daten
D) Eine aktuelle Balanced Scorecard

4. Was ist KEIN Schwerpunkt der Dimension „Information und Technologie“?

A) Sicherheit und Compliance
B) Kommunikationssysteme und Wissensbasen
C) Rollen und Verantwortlichkeiten
D) Workflow-Management- und Inventarsysteme

5. Was ist die RICHTIGE Definition von Servicemanagement?

A) Die Fähigkeit des Lieferanten, den Anbietern gegen Geld Dienstleistungen zu erbringen
B) Eine Reihe spezialisierter organisatorischer Fähigkeiten zur Bereitstellung von Mehrwert für Kunden in Form von Dienstleistungen
C) Eine Reihe spezialisierter Ressourcen für die Überführung von Diensten in die Live-Betriebsumgebung
D) Die Fähigkeit von Dienstanbietern, ihre Kosten zu minimieren, ohne den Wert der Dienste zu mindern

Solutions: