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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q14-Q19):

NEW QUESTION # 14
Which statement about the 'incident management' practice is CORRECT?

A. It authorizes changes to resolve incidents
B. It maintains detailed procedures for diagnosing incidents
C. It resolves the highest impact incidents first
D. It identifies the cause of major incidents

Answer: C

NEW QUESTION # 15
When should the effectiveness of a problem workaround be assessed?

A. Whenever the problem is resolved
B. Whenever the workaround is used
C. Whenever the problem is prioritized
D. Whenever the workaround becomes a known error

Answer: B

NEW QUESTION # 16
What should be used to set user expectations for request fulfillment times?

A. The time that the customer indicates for service delivery
B. The time needed to realistically deliver the service
C. The service levels of the supplier
D. The consumer demand for the service

Answer: B

NEW QUESTION # 17
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

Answer: D

NEW QUESTION # 18
When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?

A. Measurable targets
B. Improvement plans
C. Business objectives
D. Assessment results

Answer: D

NEW QUESTION # 19
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