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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. What includes governance as a component?

A) The guiding principles
B) The service value system
C) The service value chain
D) Practices

2. Why should a service level agreement include bundles of metrics?

A) To ensure that all services are included in the service reports
B) To ensure that the service levels have been agreed with customers
C) To help focus on business outcomes, rather than operational results
D) To reduce the number of metrics that need to be measured and reported

3. Which statement about the 'change enablement' practice is CORRECT?

A) Emergency changes are changes that must be fully tested and fully documented prior to implementation
B) Service requests are usually normal changes that can be implemented quickly without authorization
C) Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
D) Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

4. Which is the FIRST thing to consider when focusing on value?

A) Ensuring value is co-created by improvement initiatives
B) Identifying the service consumer who will receive value
C) Understanding what is valuable to the service consumer
D) Defining customer experience and user experience

5. A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?

A) Problem
B) Event
C) Known error
D) Incident

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