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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Key Concepts of Service Management	20%	- Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders
Topic 2: ITIL Service Value System	25%	- Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System - Continual Improvement
Topic 3: Key Concepts of ITIL 4	15%	- Partners and suppliers - Organizations, people and culture - Information and technology - Value streams and processes
Topic 4: ITIL Guiding Principles	15%	- Think and work holistically - Focus on value - Keep it simple and practical - Progress iteratively with feedback - Optimize and automate - Start where you are - Collaborate and promote visibility
Topic 5: ITIL Practices	25%	- Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc.

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EXIN ITIL 4 Foundation Sample Questions (Q11-Q16):

NEW QUESTION # 11
What are the types of asset management?

A. IT asset management and technical management
B. Operational management and IT asset management
C. Operational and technical management
D. IT asset management and software asset management

Answer: D

NEW QUESTION # 12
Which statement about the automation of service requests is CORRECT?

A. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests that cannot be automated should be handled as problems
C. Service requests and their fulfillment should be automated as much as possible
D. Service requests that cannot be automated should be handled as incidents

Answer: C

NEW QUESTION # 13
What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Diagnose, investigate, resolve
B. Schedule, assess, authorize
C. Initiate, approve, fulfil
D. Acknowledge, classify, own

Answer: D

NEW QUESTION # 14
Which is a purpose of release management?

A. To move hardware and software to live environments
B. To protect the organization's information
C. To make new and changed services available for use
D. To handle user-initiated service requests

Answer: C

NEW QUESTION # 15
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

A. Service level management
B. Service request management
C. Change enablement
D. Incident management

Answer: A

NEW QUESTION # 16
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