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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Service Value Chain Activities
Topic 2: Continual Improvement
Topic 3: Key Concepts of Service Management	- Guiding Principles - Service Value System (SVS) - Four Dimensions of Service Management
Topic 4: ITIL Practices	- General Management Practices - Service Management Practices - Technical Management Practices

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EXIN ITIL 4 Foundation Sample Questions (Q364-Q369):

NEW QUESTION # 364
Which 'service level management' activity helps staff to deliver a more business-focused service?

A. Measuring low-level operational activities
B. Understanding the ongoing requirements of customers
C. Creating targets based on the percentage of uptime of a service
D. Using complex technical terminology in service level agreements (SLAs)

Answer: B

NEW QUESTION # 365
Which statement about value creating activities is CORRECT?

A. A value stream is an operating model for creating value through products and services
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. Each value stream should be designed with a specific combination of service value chain activities
D. Organizations should ensure that each value stream is applicable to many scenarios

Answer: C

NEW QUESTION # 366
What do customer perceptions and business outcomes help to define?

A. Key performance indicators (KPIs)
B. Service metrics
C. The value of a service
D. The total cost of a service

Answer: C

NEW QUESTION # 367
What can be used to determine if a service is 'fit for purpose'?

A. Outcome
B. Warranty
C. Utility
D. Availability

Answer: C

NEW QUESTION # 368
Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity

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

Answer: B

NEW QUESTION # 369
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