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EXIN ITILFND_V4 Actual Tests : ITIL 4 Foundation
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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Key Concepts | - Value and Value Co-creation - Service Relationships - Service Offerings |
| Topic 2: The Four Dimensions of Service Management | - Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers |
| Topic 3: ITIL Service Value System (SVS) | - Guiding Principles - Practices Overview - Continual Improvement - Governance - Service Value Chain |
EXIN ITIL 4 Foundation Sample Questions:
Which of the following is NOT recommended by the guiding principle 'start where you are'?
- A. Identifying what is available to be leveraged
- B. Asking questions that appear to be stupid
- C. Building something completely new
- D. Collecting data directly from the source
Correct Answer: C 🗳️
What is CORRECT about service request management?
- A. A new procedure is required for each new service request
- B. Complex service request procedures should be avoided
- C. Service requests can be used to restore service
- D. Compliments can be handled as service requests
Correct Answer: D 🗳️
What are guiding principles?
- A. Recommendations that help an organization when adopting a service management approach
- B. A set of specialized organizational capabilities for enabling value for customers
- C. A set of interconnected activities that help an organization deliver a valuable service
- D. A description of one or more services that help address the needs of a target consumer group
Correct Answer: A 🗳️
Why and how is a user MOST LIKELY to contact the service desk?
- A. To report a problem using a mobile app
- B. To discuss the cause of an incident via a phone call
- C. To request access to a resource via a self-service portal
- D. To authorize an emergency change via live chat
Correct Answer: C 🗳️
What is a service?
- A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- B. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
- C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- D. A tangible or intangible deliverable of an activity
Correct Answer: C 🗳️
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