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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q85-Q90):

NEW QUESTION # 85
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. Problem management
B. Service request management
C. Change enablement
D. Incident management

Answer: D

NEW QUESTION # 86
Which practice is MOST associated with the use of empathy to understand users?

A. Service level management
B. Service desk
C. Continual improvement
D. Change enablement

Answer: B

NEW QUESTION # 87
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

A. 1 and 4
B. 2 and 3
C. 1 and 2
D. 3 and 4

Answer: D

NEW QUESTION # 88
Which statement about 'continual improvement' is CORRECT?

A. A single team should carry out 'continual improvement' across the organization
B. Everyone in the organization is responsible for some aspects of 'continual improvement'
C. 'Continual improvement' should have minimal interaction with other practices
D. All improvement ideas should be logged in a single 'continual improvement register'

Answer: B

NEW QUESTION # 89
Which is a key requirement for a successful service level agreement (SLA)?

A. Using individual metrics that relate to the service catalogue
B. Using an agreement between the service provider and service supplier
C. Using bundled metrics to relate performance to outcomes
D. Using single-system-based metrics that relate to outputs

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 90
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