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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Service Management Key Concepts	- Value and Value Co-creation - Service Relationships - Service Offerings
ITIL Service Value System (SVS)	- Governance - Guiding Principles - Continual Improvement - Practices Overview - Service Value Chain
The Four Dimensions of Service Management	- Value Streams and Processes - Information and Technology - Partners and Suppliers - Organizations and People

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EXIN ITIL 4 Foundation Sample Questions (Q362-Q367):

NEW QUESTION # 362
Which dimension includes activities and workflows?

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

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 363
Which of the following is included in the purpose of the 'continual improvement' practice?

A. The alignment of the organization's practices and services with changing business needs
B. The establishment of links between the organization and its stakeholders at strategic and tactical levels
C. The reduction of the likelihood and impact of incidents
D. The restoration of normal service operation as quickly as possible

Answer: A

NEW QUESTION # 364
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

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

Answer: C

NEW QUESTION # 365
Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of unplanned interruptions to service
B. Handling compliments and complaints from users to identify improvements
C. Prioritizing and creating business cases for improvement initiatives
D. Improving relationships with and between stakeholders

Answer: C

NEW QUESTION # 366
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A. Release management
B. Supplier management
C. Service desk
D. Problem management

Answer: C

NEW QUESTION # 367
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