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EXIN ITILFND_V4 Exam Syllabus Topics:

SectionObjectives
Topic 1: Know the purpose and key terms of 15 ITIL practices- Continual Improvement
- IT Asset Management
- Information Security Management
- Change Control
- Relationship Management
- Release Management
- Monitoring and Event Management
- Service Request Management
- Service Level Management
- Service Desk
- Deployment Management
- Incident Management
- Problem Management
- Service Configuration Management
- Supplier Management
Topic 2: Understand the purpose and components of the ITIL service value system- Continual Improvement
- Practices
- Service Value Chain
- Governance
- Guiding Principles
Topic 3: Understand the four dimensions of service management- Organizations and People
- Value Streams and Processes
- Information and Technology
- Partners and Suppliers
Topic 4: Understand the key concepts of service management- Describe the key concepts of creating value with services
- Recall the definition of service, utility, warranty, customer, user, service management, sponsor
Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management- Collaborate and promote visibility
- Progress iteratively with feedback
- Keep it simple and practical
- Start where you are
- Think and work holistically
- Optimize and automate
- Focus on value
Topic 6: Understand the activities of the service value chain- Engage
- Improve
- Obtain/Build
- Design & Transition
- Plan
- Deliver & Support

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EXIN ITIL 4 Foundation Sample Questions (Q137-Q142):

NEW QUESTION # 137
Which is a service request?

Answer: C

Explanation:
Explanation


NEW QUESTION # 138
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Answer: A


NEW QUESTION # 139
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

Answer: C


NEW QUESTION # 140
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

Answer: A


NEW QUESTION # 141
What should be used to set user expectations for request fulfillment times?

Answer: A


NEW QUESTION # 142
......

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