ITIL ITIL-F - ITIL® Foundation Exam
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Total 292 questions
Question #1 (Topic: Topic 1)
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
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
Question #2 (Topic: Topic 1)
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
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
Question #3 (Topic: Topic 1)
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
Question #4 (Topic: Topic 1)
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
Question #5 (Topic: Topic 1)
Which of the following is NOT a source of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
