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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Key Concepts of Service Management	- Four Dimensions of Service Management - Guiding Principles - Service Value System (SVS)
Continual Improvement
ITIL Practices	- Service Management Practices - Technical Management Practices - General Management Practices
Service Value Chain Activities

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EXIN ITIL 4 Foundation Sample Questions (Q134-Q139):

NEW QUESTION # 134
Which practice identifies metrics that reflect a customer experience of a service?

A. Service desk
B. Problem management
C. Service level management
D. Continual improvement

Answer: C

NEW QUESTION # 135
Which statement about service requests is CORRECT?

A. Service requests that require simple workflows should be dealt with as incidents
B. Complex service requests should be dealt with as normal changes
C. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
D. Service requests require workflows that should use manual procedures and avoid automation

Answer: C

NEW QUESTION # 136
Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand
B. Each value chain activity identifies a requirement for resources from an external supplier
C. Each value chain activity uses different combinations of practices to convert inputs into outputs
D. The service value chain uses value streams to describe a combination of consumers and providers

Answer: C

NEW QUESTION # 137
In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

A. 2 and 3
B. 1 and 4
C. 1 and 2
D. 3 and 4

Answer: C

NEW QUESTION # 138
What ensures that a service provider and a service consumer continually co-create value?

A. Service level management
B. Service offerings
C. Service consumption
D. Service relationship management

Answer: D

NEW QUESTION # 139
......

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