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PeopleCert ITIL 4 Foundation Exam Questions

Embark on your journey to becoming an ITIL 4 Foundation certified professional with confidence and ease. This page is a treasure trove of essential information to guide you through the official syllabus, discussion points, expected exam format, and sample questions for the PeopleCert ITIL 4 Foundation exam. Whether you are aiming to advance your career in IT Service Management or enhance your existing skills, understanding the core concepts of ITIL 4 is crucial. Our platform provides you with valuable insights and resources to help you excel in the exam. Gain a deeper understanding of the key topics that will be covered in the ITIL 4 Foundation exam, ranging from service management principles to the service value system. Engage in insightful discussions and prepare yourself for the exam format through our detailed breakdown. Moreover, test your knowledge and readiness with sample questions that mirror the real exam scenario. Equip yourself with the knowledge and confidence needed to ace the PeopleCert ITIL 4 Foundation exam. Dive into our comprehensive resources, sharpen your skills, and elevate your IT Service Management expertise.

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4.7/5 Exam Rating | Updated 24 Aug, 2026 | 7 Exam Domains | Verified by Aleshia Tomkiewicz PeopleCert ITIL 4 Foundation Certified Professional

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Check Free PeopleCert ITIL 4 Foundation Exam Practice Questions
Build Your Career Foundation

Build Your Career Foundation with PeopleCert ITIL Foundation Certification

Building professional expertise often starts with understanding how established methods and practices work in real-world situations. The ITIL 4 Foundation exam from PeopleCert gives candidates an opportunity to demonstrate their ITIL 4 framework, Service Value System (SVS) knowledge while developing a more structured approach to applying that knowledge professionally.

The ITIL Foundation certification is supported by PeopleCert's broader focus on professional learning, skills development, and recognized certification pathways. Candidates preparing for the ITIL 4 Foundation can use PrepBolt to review current exam information, including the latest update date of 24 Aug, 2026 and details such as the 124 exam questions. Successfully completing the assessment can help demonstrate your competence and support continued professional development.

Why Become PeopleCert ITIL Foundation Certified?

Demonstrate Professional Expertise

Show employers that you have validated knowledge of PeopleCert ITIL 4 Foundation technologies and understand how to apply relevant skills in professional environments.

Build a Case for Promotions

Developing in-demand skills and earning the PeopleCert ITIL 4 Foundation certification can help demonstrate your expertise and strengthen your case for career growth and advancement.

Higher Job Security

A ITIL 4 Foundation credential raises your value, commands higher pay, and makes you hard to replace.

Networking Opportunities

Connect with skilled ITIL 4 Foundation professionals in a network that solves problems, shares knowledge, and drives your growth.

PeopleCert ITIL 4 Foundation Exam Domains

1.0 1. Understand the key concepts of service management
2.0 2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management
3.0 3. Understand the four dimensions of service management
4.0 4. Understand the purpose and components of the ITIL service value system
5.0 5. Understand the activities of the service value chain, and how they interconnect
6.0 6. Know the purpose and key terms of 15ITIL practice
7.0 7. Understand 7ITIL practices

PeopleCert ITIL 4 Foundation Exam Details (Official)

Vendor PeopleCert
Exam Code ITIL 4 Foundation
Exam Name ITIL 4 Foundation
Certification ITIL - ITIL Foundation
Expected Questions in Actual Exam 40
Exam Duration 60 Minutes

PeopleCert ITIL 4 Foundation Exam Objectives

  1. 1

    1.0 1. Understand the key concepts of service management

    • 1.12
    • 1.2833px; top:
    • 1.33
    • 1.4254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.502785);">
    • 1.6Recall
    • 1.72
    • 1.87
    • 1.9233px; top:
    • 1.103
    • 1.11254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.1213463);">the definition
    • 1.133
    • 1.147
    • 1.15883px; top:
    • 1.163
    • 1.17254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.181925);">of:
    • 1.192
    • 1.203
    • 1.21833px; top:
    • 1.223
    • 1.232
    • 1.24654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.2501769);">      a)
    • 1.262
    • 1.276
    • 1.28833px; top:
    • 1.293
    • 1.302
    • 1.31654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.32987857);">Service
    • 1.332
    • 1.343
    • 1.35833px; top:
    • 1.363
    • 1.373
    • 1.38054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.3907308);">      b)
    • 1.402
    • 1.416
    • 1.42833px; top:
    • 1.433
    • 1.443
    • 1.45054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.4623353);">Utility
    • 1.472
    • 1.483
    • 1.49833px; top:
    • 1.503
    • 1.515
    • 1.52454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.53990769);">      c)
    • 1.542
    • 1.556
    • 1.56833px; top:
    • 1.573
    • 1.585
    • 1.59454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.6004364);">Warranty
    • 1.612
    • 1.623
    • 1.63833px; top:
    • 1.643
    • 1.657
    • 1.66054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.6707308);">      d)
    • 1.682
    • 1.696
    • 1.70833px; top:
    • 1.713
    • 1.727
    • 1.73054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.74978692);">Customer
    • 1.752
    • 1.763
    • 1.77833px; top:
    • 1.783
    • 1.799
    • 1.80454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.8105615);">      e)
    • 1.822
    • 1.836
    • 1.84833px; top:
    • 1.853
    • 1.869
    • 1.87454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.88960968);">User
    • 1.892
    • 1.903
    • 1.91833px; top:
    • 1.924
    • 1.93854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.9423944);">      f)
    • 1.952
    • 1.966
    • 1.97833px; top:
    • 1.984
    • 1.99854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.10000522);">Service management
    • 1.1012
    • 1.1023
    • 1.103833px; top:
    • 1.1044
    • 1.1052
    • 1.106304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.10701346);">     g)
    • 1.1082
    • 1.1096
    • 1.110833px; top:
    • 1.1114
    • 1.1122
    • 1.113304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.11495161);">Sponsor
    • 1.1152
    • 1.116833px; top:
    • 1.1174
    • 1.1185
    • 1.119104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.12007063);">
    • 1.1212
    • 1.1222
    • 1.123633px; top:
    • 1.1244
    • 1.1255
    • 1.126104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.12705024);">Describe the key concepts of creating value with
    • 1.1285
    • 1.1296
    • 1.130117px; top:
    • 1.1314
    • 1.1325
    • 1.133104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.134968182);">services
    • 1.1356
    • 1.1361
    • 1.137317px; top:
    • 1.1384
    • 1.1395
    • 1.140104px; font-size: 15px; font-family: sans-serif;">:
    • 1.1412
    • 1.1423
    • 1.143833px; top:
    • 1.1444
    • 1.1457
    • 1.146504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.14701769);">      a)
    • 1.1482
    • 1.1496
    • 1.150833px; top:
    • 1.1514
    • 1.1527
    • 1.153504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.154933387);">Cost
    • 1.1552
    • 1.1563
    • 1.157833px; top:
    • 1.1584
    • 1.1598
    • 1.160904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.16107308);">      b)
    • 1.1622
    • 1.1636
    • 1.164833px; top:
    • 1.1654
    • 1.1668
    • 1.167904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.16806843);">Value
    • 1.1692
    • 1.1703
    • 1.171833px; top:
    • 1.1725
    • 1.173304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.174990769);">      c)
    • 1.1752
    • 1.1766
    • 1.177833px; top:
    • 1.1785
    • 1.179304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.18002578);">Organization
    • 1.1812
    • 1.1823
    • 1.183833px; top:
    • 1.1845
    • 1.1852
    • 1.186704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.18707308);">      d)
    • 1.1882
    • 1.1896
    • 1.190833px; top:
    • 1.1915
    • 1.1922
    • 1.193704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.194989508);">Outcome
    • 1.1952
    • 1.1963
    • 1.197833px; top:
    • 1.1985
    • 1.1994
    • 1.200104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.20105615);">      e)
    • 1.2022
    • 1.2036
    • 1.204833px; top:
    • 1.2055
    • 1.2064
    • 1.207104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.20801313);">Out
    • 1.2092
    • 1.2108
    • 1.211233px; top:
    • 1.2125
    • 1.2134
    • 1.214104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.21512575);">put
    • 1.2162
    • 1.2173
    • 1.218833px; top:
    • 1.2195
    • 1.2205
    • 1.221504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.22223944);">      f)
    • 1.2232
    • 1.2246
    • 1.225833px; top:
    • 1.2265
    • 1.2275
    • 1.228504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.229915517);">Risk
    • 1.2302
    • 1.2313
    • 1.232833px; top:
    • 1.2335
    • 1.2347
    • 1.235904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.23601346);">     g)
    • 1.2372
    • 1.2386
    • 1.239833px; top:
    • 1.2405
    • 1.2417
    • 1.242904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.24323353);">Utility
    • 1.2442
    • 1.2453
    • 1.246833px; top:
    • 1.2475
    • 1.2489
    • 1.249304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.250055);">     h)
    • 1.2512
    • 1.2526
    • 1.253833px; top:
    • 1.2545
    • 1.2559
    • 1.256304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.25704364);">Warranty
    • 1.2582
    • 1.259833px; top:
    • 1.2606
    • 1.2612
    • 1.262104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.263062);">
    • 1.2643
    • 1.2652
    • 1.2663
    • 1.267833px; top:
    • 1.2686
    • 1.2692
    • 1.270104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.27103486);"> Describe the key concepts of service relationships:
    • 1.2722
    • 1.2733
    • 1.274833px; top:
    • 1.2756
    • 1.2764
    • 1.277504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.27801769);">      a)
    • 1.2792
    • 1.2806
    • 1.281833px; top:
    • 1.2826
    • 1.2834
    • 1.284504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.28505015);">Service offering
    • 1.2862
    • 1.2873
    • 1.288833px; top:
    • 1.2896
    • 1.2906
    • 1.291104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.29207308);">      b)
    • 1.2932
    • 1.2946
    • 1.295833px; top:
    • 1.2966
    • 1.2976
    • 1.298104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.29903244);">Service relationship management
    • 1.3002
    • 1.3013
    • 1.302833px; top:
    • 1.3036
    • 1.3047
    • 1.305504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.306990769);">      c)
    • 1.3072
    • 1.3086
    • 1.309833px; top:
    • 1.3106
    • 1.3117
    • 1.312504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.31301932);">Service provision
    • 1.3142
    • 1.3153
    • 1.316833px; top:
    • 1.3176
    • 1.3189
    • 1.319937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.32007308);">      d)
    • 1.3212
    • 1.3226
    • 1.323833px; top:
    • 1.3246
    • 1.3259
    • 1.326937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 1.32700708);">Service consumption
  2. 2

    2.0 2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

    • 2.12
    • 2.2833px; top:
    • 2.37
    • 2.42
    • 2.5537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.605588);">
    • 2.7Describe the nature, use and interaction
    • 2.85
    • 2.9517px; top:
    • 2.107
    • 2.112
    • 2.12537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.13087);">of the guiding
    • 2.142
    • 2.15833px; top:
    • 2.167
    • 2.174
    • 2.18137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.1905242);">principles
    • 2.202
    • 2.21833px; top:
    • 2.227
    • 2.237
    • 2.24737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.2506203);">
    • 2.26Explain the use of the guiding principles (
    • 2.275
    • 2.281
    • 2.29117px; top:
    • 2.307
    • 2.317
    • 2.32737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.33062);">
    • 2.343
    • 2.355
    • 2.363
    • 2.37317px; top:
    • 2.387
    • 2.397
    • 2.40737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.4124444);">):
    • 2.422
    • 2.433
    • 2.44833px; top:
    • 2.457
    • 2.469
    • 2.47137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.4801769);">      a)
    • 2.492
    • 2.505
    • 2.51233px; top:
    • 2.527
    • 2.539
    • 2.54137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.5502514);">Focus on value (
    • 2.561
    • 2.574
    • 2.58483px; top:
    • 2.597
    • 2.609
    • 2.61137px; font-size: 15px; font-family: sans-serif;">
    • 2.624
    • 2.631
    • 2.64683px; top:
    • 2.657
    • 2.669
    • 2.67137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.6808306);">
    • 2.694)
    • 2.702
    • 2.713
    • 2.72833px; top:
    • 2.738
    • 2.74537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.7507308);">      b)
    • 2.762
    • 2.775
    • 2.78233px; top:
    • 2.798
    • 2.80537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.8106151);">Start where you are (
    • 2.824
    • 2.833
    • 2.84083px; top:
    • 2.858
    • 2.86537px; font-size: 15px; font-family: sans-serif;">
    • 2.874
    • 2.884
    • 2.89083px; top:
    • 2.908
    • 2.91537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.9209071);">
    • 2.933)
    • 2.942
    • 2.953
    • 2.96833px; top:
    • 2.978
    • 2.982
    • 2.99137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.100990769);">      c)
    • 2.1012
    • 2.1025
    • 2.103233px; top:
    • 2.1048
    • 2.1052
    • 2.106137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.10706597);">Progress iteratively with feedback (
    • 2.1085
    • 2.1093
    • 2.110917px; top:
    • 2.1118
    • 2.1122
    • 2.113137px; font-size: 15px; font-family: sans-serif;">
    • 2.1145
    • 2.1154
    • 2.116917px; top:
    • 2.1178
    • 2.1182
    • 2.119137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.12009071);">
    • 2.1213)
    • 2.1222
    • 2.1233
    • 2.124833px; top:
    • 2.1258
    • 2.1264
    • 2.127537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.12807308);">      d)
    • 2.1292
    • 2.1305
    • 2.131233px; top:
    • 2.1328
    • 2.1334
    • 2.134537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.1350793);">Collaborate and promote visibility (
    • 2.1365
    • 2.1373
    • 2.138117px; top:
    • 2.1398
    • 2.1404
    • 2.141537px; font-size: 15px; font-family: sans-serif;">
    • 2.1425
    • 2.1434
    • 2.144317px; top:
    • 2.1458
    • 2.1464
    • 2.147537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.14808673);">
    • 2.1494)
    • 2.1502
    • 2.1513
    • 2.152833px; top:
    • 2.1538
    • 2.1545
    • 2.155937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.15605615);">      e)
    • 2.1572
    • 2.1585
    • 2.159233px; top:
    • 2.1608
    • 2.1615
    • 2.162937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.16307676);">Think and work holistically (
    • 2.1644
    • 2.1658
    • 2.166883px; top:
    • 2.1678
    • 2.1685
    • 2.169937px; font-size: 15px; font-family: sans-serif;">
    • 2.1704
    • 2.1719
    • 2.172117px; top:
    • 2.1738
    • 2.1745
    • 2.175937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.17608673);">
    • 2.1771)
    • 2.1782
    • 2.1793
    • 2.180833px; top:
    • 2.1818
    • 2.1827
    • 2.183337px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.18423944);">      f)
    • 2.1852
    • 2.1865
    • 2.187233px; top:
    • 2.1888
    • 2.1897
    • 2.190337px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.19106406);">Keep it simple and practical (
    • 2.1924
    • 2.1939
    • 2.194917px; top:
    • 2.1958
    • 2.1967
    • 2.197337px; font-size: 15px; font-family: sans-serif;">
    • 2.1985
    • 2.199117px; top:
    • 2.2008
    • 2.2017
    • 2.202337px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.20308673);">
    • 2.2043)
    • 2.2052
    • 2.2063
    • 2.207833px; top:
    • 2.2088
    • 2.2099
    • 2.210737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.21101346);">     g)
    • 2.2122
    • 2.2135
    • 2.214233px; top:
    • 2.2158
    • 2.2169
    • 2.217737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.21802912);">Optimiz
    • 2.2193
    • 2.220883px; top:
    • 2.2218
    • 2.2229
    • 2.223737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.22406284);">e and automate (
    • 2.2254
    • 2.2266
    • 2.227283px; top:
    • 2.2288
    • 2.2299
    • 2.230737px; font-size: 15px; font-family: sans-serif;">
    • 2.2314
    • 2.2327
    • 2.233483px; top:
    • 2.2348
    • 2.2359
    • 2.236737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 2.23708673);">
    • 2.2383)
  3. 3

    3.0 3. Understand the four dimensions of service management

    • 3.12
    • 3.2833px; top:
    • 3.39
    • 3.42
    • 3.5537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.607063);">
    • 3.72
    • 3.82
    • 3.9633px; top:
    • 3.109
    • 3.112
    • 3.12537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.1302254);">Describe the four dimensions
    • 3.144
    • 3.152
    • 3.16283px; top:
    • 3.179
    • 3.182
    • 3.19537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.2002977);">of service management (3)
    • 3.216
    • 3.22717px; top:
    • 3.239
    • 3.242
    • 3.25537px; font-size: 15px; font-family: sans-serif;">:
    • 3.262
    • 3.273
    • 3.28833px; top:
    • 3.299
    • 3.303
    • 3.31937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.3201769);">      a)
    • 3.332
    • 3.345
    • 3.35233px; top:
    • 3.369
    • 3.373
    • 3.38937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.3902918);">Organizations and people (3
    • 3.404
    • 3.414
    • 3.42683px; top:
    • 3.439
    • 3.443
    • 3.45937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.4609941);">.1)
    • 3.472
    • 3.483
    • 3.49833px; top:
    • 3.509
    • 3.515
    • 3.52337px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.5307308);">      b)
    • 3.542
    • 3.555
    • 3.56233px; top:
    • 3.579
    • 3.585
    • 3.59337px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.6006744);">Information and technology (
    • 3.612
    • 3.624
    • 3.637
    • 3.64083px; top:
    • 3.659
    • 3.665
    • 3.67337px; font-size: 15px; font-family: sans-serif;">)
    • 3.682
    • 3.693
    • 3.70833px; top:
    • 3.719
    • 3.727
    • 3.73787px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.74990769);">      c)
    • 3.752
    • 3.765
    • 3.77233px; top:
    • 3.789
    • 3.797
    • 3.80787px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.8100588);">Partners and supp
    • 3.823
    • 3.837
    • 3.84083px; top:
    • 3.859
    • 3.867
    • 3.87787px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.8807458);">liers (
    • 3.894
    • 3.901
    • 3.91883px; top:
    • 3.929
    • 3.937
    • 3.94787px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.95062);">
    • 3.963
    • 3.974
    • 3.983
    • 3.99083px; top:
    • 3.1009
    • 3.1017
    • 3.102787px; font-size: 15px; font-family: sans-serif;">)
    • 3.1032
    • 3.1043
    • 3.105833px; top:
    • 3.1069
    • 3.1079
    • 3.108187px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.10907308);">      d)
    • 3.1102
    • 3.1115
    • 3.112233px; top:
    • 3.1139
    • 3.1149
    • 3.115187px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.116995099);">Value streams and processes (
    • 3.1174
    • 3.1185
    • 3.119483px; top:
    • 3.1209
    • 3.1219
    • 3.122187px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.123062);">
    • 3.1244
    • 3.1254
    • 3.1267
    • 3.127683px; top:
    • 3.1289
    • 3.1299
    • 3.130187px; font-size: 15px; font-family: sans-serif;">-
    • 3.1314
    • 3.1328
    • 3.133283px; top:
    • 3.1349
    • 3.1359
    • 3.136187px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 3.13708188);">
    • 3.1382
    • 3.1395
    • 3.1401
    • 3.141917px; top:
    • 3.1429
    • 3.1439
    • 3.144187px; font-size: 15px; font-family: sans-serif;">)
  4. 4

    4.0 4. Understand the purpose and components of the ITIL service value system

    • 4.12
    • 4.2833px; top:
    • 4.31
    • 4.41
    • 4.599px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 4.696);">
    • 4.7Desc
    • 4.82
    • 4.96
    • 4.10433px; top:
    • 4.111
    • 4.121
    • 4.1399px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 4.1404498);">ribe the ITIL service value system (4
    • 4.155
    • 4.16117px; top:
    • 4.171
    • 4.181
    • 4.1999px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 4.2011088);">.1)
  5. 5

    5.0 5. Understand the activities of the service value chain, and how they interconnect

    • 5.12
    • 5.2833px; top:
    • 5.31
    • 5.41
    • 5.51
    • 5.639px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.705616);">
    • 5.8Describe the interconnected nature of the service value chain
    • 5.92
    • 5.10833px; top:
    • 5.111
    • 5.121
    • 5.133
    • 5.1479px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.150322);">and how
    • 5.162
    • 5.176
    • 5.18833px; top:
    • 5.191
    • 5.201
    • 5.213
    • 5.2279px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.2302);">this supports value streams (4
    • 5.244
    • 5.256
    • 5.26883px; top:
    • 5.271
    • 5.281
    • 5.293
    • 5.3079px; font-size: 15px; font-family: sans-serif;">.
    • 5.314
    • 5.327
    • 5.33483px; top:
    • 5.341
    • 5.351
    • 5.363
    • 5.3779px; font-size: 15px; font-family: sans-serif;">5
    • 5.384
    • 5.397
    • 5.40283px; top:
    • 5.411
    • 5.421
    • 5.433
    • 5.4479px; font-size: 15px; font-family: sans-serif;">)
    • 5.452
    • 5.46833px; top:
    • 5.471
    • 5.481
    • 5.49621px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.5007063);">
    • 5.512
    • 5.522
    • 5.53633px; top:
    • 5.541
    • 5.551
    • 5.56621px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.5704726);">Describe the purpose of each value chain activity
    • 5.585
    • 5.596
    • 5.60917px; top:
    • 5.611
    • 5.621
    • 5.63621px; font-size: 15px; font-family: sans-serif;">:
    • 5.642
    • 5.653
    • 5.66833px; top:
    • 5.671
    • 5.683
    • 5.69054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.7001769);">      a)
    • 5.712
    • 5.726
    • 5.73833px; top:
    • 5.741
    • 5.753
    • 5.76054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.77992586);">Plan
    • 5.782
    • 5.793
    • 5.80833px; top:
    • 5.811
    • 5.825
    • 5.83454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.8407308);">      b)
    • 5.852
    • 5.866
    • 5.87833px; top:
    • 5.881
    • 5.895
    • 5.90454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.9104538);">Improve
    • 5.922
    • 5.933
    • 5.94833px; top:
    • 5.951
    • 5.967
    • 5.97854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.98990769);">      c)
    • 5.992
    • 5.1006
    • 5.101833px; top:
    • 5.1021
    • 5.1037
    • 5.104854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.1059468);">Engage
    • 5.1062
    • 5.1073
    • 5.108833px; top:
    • 5.1091
    • 5.1108
    • 5.111254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.11207308);">      d)
    • 5.1132
    • 5.1146
    • 5.115833px; top:
    • 5.1161
    • 5.1178
    • 5.118254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.11903671);">Design & transition
    • 5.1202
    • 5.1213
    • 5.122833px; top:
    • 5.1232
    • 5.124654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.12505615);">      e)
    • 5.1262
    • 5.1276
    • 5.128833px; top:
    • 5.1292
    • 5.130654px; font-size: 15px; font-family: sans-serif;">O
    • 5.1312
    • 5.1327
    • 5.133033px; top:
    • 5.1342
    • 5.135654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.13611484);">btain
    • 5.1373
    • 5.138683px; top:
    • 5.1392
    • 5.140654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.14134125);">/b
    • 5.1423
    • 5.1432
    • 5.144883px; top:
    • 5.1452
    • 5.146654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.14714477);">uild
    • 5.1482
    • 5.1493
    • 5.150833px; top:
    • 5.1512
    • 5.1522
    • 5.153254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.15423944);">      f)
    • 5.1552
    • 5.1566
    • 5.157833px; top:
    • 5.1582
    • 5.1592
    • 5.160254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 5.16105254);">Deliver & support
  6. 6

    6.0 6. Know the purpose and key terms of 15ITIL practice

    • 6.12
    • 6.2833px; top:
    • 6.32
    • 6.45
    • 6.5854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.604702);">
    • 6.7Recall the purpose of
    • 6.83
    • 6.97
    • 6.10883px; top:
    • 6.112
    • 6.125
    • 6.13854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.14104);">the following
    • 6.154
    • 6.167
    • 6.17883px; top:
    • 6.182
    • 6.195
    • 6.20854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.2105577);">ITIL practices:
    • 6.222
    • 6.233
    • 6.24833px; top:
    • 6.252
    • 6.266
    • 6.27254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.2801769);">      a)
    • 6.292
    • 6.306
    • 6.31833px; top:
    • 6.322
    • 6.336
    • 6.34254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.3505673);">Information security management (
    • 6.363)
    • 6.372
    • 6.383
    • 6.39833px; top:
    • 6.402
    • 6.418
    • 6.42654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.4307308);">      b)
    • 6.442
    • 6.456
    • 6.46833px; top:
    • 6.472
    • 6.488
    • 6.49654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.5003694);">Relationship management (
    • 6.519)
    • 6.522
    • 6.533
    • 6.54833px; top:
    • 6.553
    • 6.56254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.57990769);">      c)
    • 6.582
    • 6.596
    • 6.60833px; top:
    • 6.613
    • 6.62254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.6303652);">Supplier management (
    • 6.6413)
    • 6.652
    • 6.663
    • 6.67833px; top:
    • 6.683
    • 6.692
    • 6.70654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.7107308);">      d)
    • 6.722
    • 6.736
    • 6.74833px; top:
    • 6.753
    • 6.762
    • 6.77654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.7802758);">IT asset management (
    • 6.796)
    • 6.802
    • 6.813
    • 6.82833px; top:
    • 6.833
    • 6.843
    • 6.85054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.8605615);">      e)
    • 6.872
    • 6.886
    • 6.89833px; top:
    • 6.903
    • 6.913
    • 6.92054px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.9305546);">Monitoring and event management (
    • 6.947)
    • 6.952
    • 6.963
    • 6.97833px; top:
    • 6.983
    • 6.995
    • 6.100454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.10123944);">       f)
    • 6.1022
    • 6.1036
    • 6.104833px; top:
    • 6.1053
    • 6.1065
    • 6.107454px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.10801684);">Release management (
    • 6.1099)
    • 6.1102
    • 6.1113
    • 6.112833px; top:
    • 6.1133
    • 6.1147
    • 6.115854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.11601346);">       g)
    • 6.1172
    • 6.1186
    • 6.119833px; top:
    • 6.1203
    • 6.1217
    • 6.122854px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.12304565);">Service configuration management (
    • 6.12411)
    • 6.1252
    • 6.1263
    • 6.127833px; top:
    • 6.1283
    • 6.1299
    • 6.130254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.131055);">       h)
    • 6.1322
    • 6.1336
    • 6.134833px; top:
    • 6.1353
    • 6.1369
    • 6.137254px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.1380364);">Deployment management (
    • 6.1391)
    • 6.1402
    • 6.1413
    • 6.142833px; top:
    • 6.1434
    • 6.144654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.14520375);">        i)
    • 6.1462
    • 6.1476
    • 6.148833px; top:
    • 6.1494
    • 6.150654px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.15106102);">Continual improvement (
    • 6.1522)
    • 6.1532
    • 6.1543
    • 6.155833px; top:
    • 6.1564
    • 6.1572
    • 6.158104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.1594);">       j)
    • 6.1602
    • 6.1616
    • 6.162833px; top:
    • 6.1634
    • 6.1642
    • 6.165104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.166972273);">Change
    • 6.1673
    • 6.1681
    • 6.169483px; top:
    • 6.1704
    • 6.1712
    • 6.172104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.17305138);">enablement
    • 6.1744
    • 6.175083px; top:
    • 6.1764
    • 6.1772
    • 6.178104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.17908214);">(
    • 6.1804)
    • 6.1812
    • 6.1823
    • 6.183833px; top:
    • 6.1844
    • 6.1854
    • 6.186504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.18709542);">       k)
    • 6.1882
    • 6.1896
    • 6.190833px; top:
    • 6.1914
    • 6.1924
    • 6.193504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.19405581);">Incident management (
    • 6.1955)
    • 6.1962
    • 6.1973
    • 6.198833px; top:
    • 6.1994
    • 6.2006
    • 6.201904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.202235);">       l)
    • 6.2032
    • 6.2046
    • 6.205833px; top:
    • 6.2064
    • 6.2076
    • 6.208904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.20902971);">Probl
    • 6.2102
    • 6.2119
    • 6.212883px; top:
    • 6.2134
    • 6.2146
    • 6.215904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.2160056);">em
    • 6.2173
    • 6.2182
    • 6.219083px; top:
    • 6.2204
    • 6.2216
    • 6.222904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.22303807);">management (
    • 6.2248)
    • 6.2252
    • 6.2263
    • 6.227833px; top:
    • 6.2284
    • 6.2297
    • 6.230304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.231991944);">      m)
    • 6.2322
    • 6.2336
    • 6.234833px; top:
    • 6.2354
    • 6.2367
    • 6.237304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.23802841);">Service request management (
    • 6.23916)
    • 6.2402
    • 6.2413
    • 6.242833px; top:
    • 6.2434
    • 6.2449
    • 6.245704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.246055);">       n)
    • 6.2472
    • 6.2486
    • 6.249833px; top:
    • 6.2504
    • 6.2519
    • 6.252704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.25302326);">Service desk (
    • 6.25414)
    • 6.2552
    • 6.2563
    • 6.257833px; top:
    • 6.2585
    • 6.2591
    • 6.260304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.26103462);">      o)
    • 6.2622
    • 6.2636
    • 6.264833px; top:
    • 6.2655
    • 6.2661
    • 6.267304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.26803898);">Service level management (
    • 6.26915)
    • 6.2702
    • 6.271833px; top:
    • 6.2725
    • 6.2734
    • 6.274904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.27506399);">
    • 6.276Recall definitions
    • 6.2773
    • 6.2785
    • 6.279083px; top:
    • 6.2805
    • 6.2814
    • 6.282904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.28312458);">of
    • 6.2843
    • 6.2856
    • 6.286283px; top:
    • 6.2875
    • 6.2884
    • 6.289904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.290104);">the following
    • 6.2914
    • 6.2926
    • 6.293283px; top:
    • 6.2945
    • 6.2954
    • 6.296904px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.29706174);">ITIL terms:
    • 6.2982
    • 6.2993
    • 6.300833px; top:
    • 6.3015
    • 6.3026
    • 6.303304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.30401769);">      a)
    • 6.3052
    • 6.3066
    • 6.307833px; top:
    • 6.3085
    • 6.3096
    • 6.310304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.311990288);">IT asset
    • 6.3122
    • 6.3133
    • 6.314833px; top:
    • 6.3155
    • 6.3167
    • 6.317704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.31807308);">      b)
    • 6.3192
    • 6.3206
    • 6.321833px; top:
    • 6.3225
    • 6.3237
    • 6.324704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.32501878);">Event
    • 6.3262
    • 6.3273
    • 6.328833px; top:
    • 6.3295
    • 6.3309
    • 6.331304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.332990769);">      c)
    • 6.3332
    • 6.3346
    • 6.335833px; top:
    • 6.3365
    • 6.3379
    • 6.338304px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.33906919);">Configuration item
    • 6.3402
    • 6.3413
    • 6.342833px; top:
    • 6.3436
    • 6.3441
    • 6.345704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.34607308);">      d)
    • 6.3472
    • 6.3486
    • 6.349833px; top:
    • 6.3506
    • 6.3511
    • 6.352704px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.35396);">Change
    • 6.3542
    • 6.3553
    • 6.356833px; top:
    • 6.3576
    • 6.3583
    • 6.359104px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.36005615);">      e)
    • 6.3612
    • 6.3626
    • 6.363833px; top:
    • 6.3646
    • 6.3653
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    • 6.3670938);">Incident
    • 6.3682
    • 6.3693
    • 6.370833px; top:
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    • 6.37423944);">f)
    • 6.3752
    • 6.3766
    • 6.377833px; top:
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    • 6.380504px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 6.38101155);">Problem
    • 6.3822
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    • 6.38801346);">      g)
    • 6.3892
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    • 6.39502994);">Known erro
  7. 7

    7.0 7. Understand 7ITIL practices

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    • 7.607553);">
    • 7.7Explain the following ITIL practices in detail, excluding how
    • 7.82
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    • 7.20225);">ith
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    • 7.251
    • 7.26737px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 7.2706222);">in the service value chain:
    • 7.282
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    • 7.30833px; top:
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    • 7.3401769);">      a)
    • 7.352
    • 7.366
    • 7.37833px; top:
    • 7.387
    • 7.393
    • 7.40137px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 7.4106862);">Continual improvement (
    • 7.422) including:
    • 7.432
    • 7.446
    • 7.45833px; top:
    • 7.467
    • 7.475
    • 7.48537px; font-size: 15px; font-family: sans-serif;">-
    • 7.492
    • 7.509
    • 7.51883px; top:
    • 7.527
    • 7.535
    • 7.54537px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 7.5506929);">The continual improvement model (
    • 7.566, fig
    • 7.573)
    • 7.582
    • 7.593
    • 7.60833px; top:
    • 7.617
    • 7.626
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    • 7.6407308);">b)
    • 7.652
    • 7.666
    • 7.67833px; top:
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    • 7.696
    • 7.70937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 7.71972273);">Change
    • 7.723
    • 7.731
    • 7.74483px; top:
    • 7.757
    • 7.766
    • 7.77937px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 7.7805138);">enablement
    • 7.794
    • 7.80083px; top:
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    • 7.8408214);">(
    • 7.854)
    • 7.862
    • 7.873
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    • 7.908
    • 7.91337px; font-size: 15px; font-family: sans-serif; transform: scaleX(
    • 7.92990769);">c)
    • 7.932
    • 7.946
    • 7.95833px; top:
    • 7.967
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    • 7.9905581);">Incident management (
    • 7.1005)
    • 7.1012
    • 7.1023
    • 7.103833px; top:
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    • 7.11203249);">Problem management (
    • 7.1138)
    • 7.1142
    • 7.1153
    • 7.116833px; top:
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    • 7.12702841);">Service request management (
    • 7.12816)
    • 7.1292
    • 7.1303
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    • 7.13523944);">f)
    • 7.1362
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    • 7.14202326);">Service desk (
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    • 7.1453
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    • 7.1659
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    • 7.1700511);">ice level management (
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    • 7.1724
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    • 7.1765
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    • 7.1785
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    • 7.1808
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    • 7.18307308);">
    • 7.1841
    • 7.1851)

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