ITIL ITIL-F - ITIL® Foundation Exam

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Total 292 questions

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

  • A. All of the above
  • B. 1 and 3 only
  • C. 1 and 2 only
  • D. 2 and 3 only


Answer : A

Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

  • A. Both of the above
  • B. 1 only
  • C. Neither of the above
  • D. 2 only


Answer : B

Which is the correct definition of a customer facing service?

  • A. One which directly supports the business processes of customers
  • B. A service that cannot be allowed to fail
  • C. One which is not covered by a service level agreement
  • D. A service not directly used by the business


Answer : A

Which one of the following is the BEST definition of the term 'service management'?

  • A. A set of specialized organizational capabilities for providing value to customers in the form of services
  • B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  • C. The management of functions within an organization to perform certain activities
  • D. Units of organizations with roles to perform certain activities


Answer : A

Which of the following is NOT a source of best practice?

  • A. Standards
  • B. Technology
  • C. Academic research
  • D. Internal experience


Answer : B

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Total 292 questions