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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q213-Q218):

NEW QUESTION # 213
What must a service level agreement (SLA) define?

A. Legally binding contractual responsibilities or both parties
B. Legally binding contractual responsibilities of just the IT service provider
C. Key service targets and responsibilities of both the IT service provider and customer
D. Key service targets and responsibilities of just the IT service provider

Answer: D

NEW QUESTION # 214
Which statement about outcomes is CORRECT?

A. An outcome is a tangible or intangible activity
B. An outcome can be enabled by more than one output
C. Outcomes are how the service performs
D. An output can be enabled by one or more outcomes

Answer: B

NEW QUESTION # 215
Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as problems
B. Service requests that cannot be automated should be handled as incidents
C. Service requests and their fulfillment should be automated as much as possible
D. Service requests and their fulfillment should be carried out by service desk staff without automation

Answer: C

NEW QUESTION # 216
Which is handled as a service request?

A. The failure of an IT service
B. A compliment about an IT support team
C. An emergency change to implement a security patch
D. An investigation to identify the cause of an incident

Answer: A

NEW QUESTION # 217
Which activity is NOT recommended by the 'start where you are' guiding principle?

A. Discarding existing processes before assessing their usefulness
B. Applying risk management when considering to introduce new processes
C. Involving people who are not familiar with a service when observing and assessing its activities
D. Using source data to avoid any unintentional data distortion round in reports

Answer: A

NEW QUESTION # 218
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