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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Organizations and People - Value Streams and Processes - Information and Technology - Partners and Suppliers |
| Topic 2: ITIL Service Value System (SVS) | - Governance - Guiding Principles - Practices Overview - Continual Improvement - Service Value Chain |
| Topic 3: Service Management Key Concepts | - Value and Value Co-creation - Service Relationships - Service Offerings |
EXIN ITIL 4 Foundation Sample Questions:
What may form part of a service request procedure?
- A. The method of diagnosing the cause
- B. Escalation to the appropriate change authority
- C. Authorization in accordance with a security policy
- D. The timescale for restoration of service
Correct Answer: C 🗳️
How should a process design allow for exceptional situations?
- A. Remove the option for process exceptions
- B. Include all exception steps in the main process
- C. Create an additional process for each exception
- D. Create rules to handle exceptions generally
Correct Answer: D 🗳️
What must always be done before an activity is automated?
- A. Check that the activity has already been optimized
- B. Ensure the solution removes the need for human intervention
- C. Ensure that DevOps has been successfully implemented
- D. Check that suitable new technology has been purchased
Correct Answer: A 🗳️
Which is included in the purpose of the 'change enablement' practice?
- A. Plan and manage the full lifecycle of all IT assets
- B. Record and report selected changes of state
- C. Make new and changed services available for use
- D. Ensure that risks have been properly assessed
Correct Answer: D 🗳️
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
- A. Change enablement
- B. Continual improvement
- C. Service level management
- D. Incident management
Correct Answer: D 🗳️
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