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ITILF Exam Preparation Material 2018

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3. ITIL represents best

3. ITIL represents best practice A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only Answer: A Question: 8 Which of the following is an enabler of best practice? A. Standards B. Technology C. Academic research D. Internal experience Answer: B Question: 9 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: 10 What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? A. Employers B. Stakeholders C. Regulators D. Accreditors Visit us at

Answer: B Question: 11 Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented B. Public frameworks are always cheaper to adopt C. Public frameworks are prescriptive and tell you exactly what to do D. Proprietary knowledge has been tested in a wide range of environments Question: 12 Answer: A What should a service always deliver to customers? A. Applications B. Infrastructure C. Value D. Resources Question: 13 Answer: C Which one of the following is NOT a characteristic of a process? A. It is measurable B. It delivers specific results C. It responds to specific events D. It structures an organization Question: 14 Answer: D What are customers of IT services who work in the same organization as the service provider known as? A. Strategic customers Visit us at

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