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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Four Dimensions of Service Management	- Partners and suppliers - Information and technology - Value streams and processes - Organizations and people
Topic 2: Key Concepts of Service Management	- Value and value co-creation - Organizations, service providers, service consumers - Products and services relationship
Topic 3: ITIL Service Value System (SVS)	- Service value chain - Governance - Opportunity, demand, and value - Guiding principles - Continual improvement
Topic 4: ITIL Practices Overview	- Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management)

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EXIN ITIL 4 Foundation Sample Questions (Q315-Q320):

NEW QUESTION # 315
Which statement about the automation of service requests is CORRECT?

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

Answer: A

NEW QUESTION # 316
What is a cause, or potential cause, of one or more incidents?

A. An incident
B. A configuration item
C. A workaround
D. A problem

Answer: D

NEW QUESTION # 317
How are target resolution times used in the 'incident management' practice?

A. They are scheduled, assessed and authorized to reduce the risk of service failures
B. They are agreed, documented, and communicated to help set user expectations
C. They are established, reviewed, and reported to ensure that customers are happy with the service
D. They are initiated, approved, and managed to ensure that predictable responses are achieved

Answer: B

NEW QUESTION # 318
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

A. Measured data is always more accurate than direct observation
B. The act of measuring always positively impacts results
C. It should always be used instead of direct observation
D. It should always be used to support direct observation

Answer: D

NEW QUESTION # 319
Which value chain activity is concerned with the availability of service components?

A. Design and transition
B. Plan
C. Deliver and support
D. Obtain/build

Answer: D

NEW QUESTION # 320
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