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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q167-Q172):

NEW QUESTION # 167
Which two practices interact the MOST with the service desk practice?

A. Change enablement and incident management
B. Incident management and service request management
C. Service request management and deployment management
D. Deployment management and change enablement

Answer: B

NEW QUESTION # 168
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A. As a service request
B. As a change request
C. As an event
D. As a problem

Answer: D

NEW QUESTION # 169
Which is an example of improving service utility using service management automation?

A. Faster resource allocation
B. Pre-determined routing of a service request
C. Monitoring service availability
D. Reducing the time to compile service data

Answer: A

NEW QUESTION # 170
What is the MOST important reason for prioritizing incidents?

A. To help information-sharing and learning
B. To ensure that incidents with highest impact are resolved first
C. To ensure that user expectations are realistic
D. To provide links to related changes and known errors

Answer: B

NEW QUESTION # 171
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

A. Retire, Test, Operate, Deploy, Ideation, Develop, Design
B. None of the above
C. Ideation, Design, Develop, Deploy, Test, Operate, Retire
D. Ideation, Test, Develop, Deploy, Design, Operate, Retire

Answer: C

NEW QUESTION # 172
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