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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q30-Q35):

NEW QUESTION # 30
What impact does automation have on a service desk?

A. Increased phone contact and a reduced ability to focus on user experience
B. Less low level work and a greater ability to focus on user experience
C. Ability to work from a single centralized location
D. Ability to work from multiple locations, geographically dispersed

Answer: B

NEW QUESTION # 31
Which practice establishes a channel between the service provider and its users?

A. Change enablement
B. Service desk
C. Supplier management
D. Relationship management

Answer: B

NEW QUESTION # 32
What is the CORRECT definition of service management?

A. The capability of service providers to minimize their costs without reducing the value of the services
B. The capability of supplier to deliver services to providers in exchange for money
C. A set of specialized assets for transitioning services into the live operational environment
D. A set of specialized organizational capabilities for delivering value to customers in the form of services

Answer: D

NEW QUESTION # 33
Which is a financially valuable component that can contribute to the delivery of a service?

A. Configuration item
B. Sponsor
C. IT asset
D. Service offering

Answer: C

NEW QUESTION # 34
What is recommended by the guiding principle 'progress iteratively with feedback'?

A. An improvement initiative that is broken into a number of manageable sections
B. A current state assessment that is carried out at the start of an improvement initiative
C. The identification of all interested parts at the start of an improvement initiative
D. An assessment of how all the parts of an organization will affect an improvement initiative

Answer: A

NEW QUESTION # 35
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