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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which service transition process provides guidance about converting data into information?

A. Service validation and testing
B. Change evaluation
C. Service asset and configuration management
D. Knowledge management

Answer: D

NEW QUESTION # 28
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

A. outcomes
B. services
C. IT assets
D. organizations

Answer: B

NEW QUESTION # 29
Which is provided by the 'engage' value chain activity?

A. Ensuring that stakeholder needs are understood by the organization
B. Ensuring that services are operated to meet agreed specifications
C. Ensuring that stakeholder expectations for quality are met
D. Ensuring that service components are available when needed

Answer: A

NEW QUESTION # 30
What is a user?

A. The role that authorizes budget for service consumption
B. The role that directs and controls an organization
C. The role that uses services
D. The role that defines the requirements for a service

Answer: C

NEW QUESTION # 31
Which is the correct combination of items that makes up an IT service?

A. People, processes and customers
B. Information technology, people and processes
C. Customers, providers and documents
D. Information technology, networks and people

Answer: B

NEW QUESTION # 32
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