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ITILF Exam Preparation Material 2018

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B. External customers C.

B. External customers C. Valued customers D. Internal customers Answer: D Question: 15 Which of the following is best definition of IT service management? A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. Technical implementation of supporting IT infrastructure components D. The implementation and management of quality IT services that meet business needs Question: 16 Answer: D Which one of the following would NOT be defined as part of every process? A. Roles B. Inputs and outputs C. Functions D. Metrics Question: 17 Answer: C What are customers of IT services who do NOT work in the same organization as the service provider known as? A. Strategic customers B. External customers C. Valued customers D. Internal customers Answer: B Visit us at

Question: 18 What is a service delivered between two business units in the same organization known as? A. Strategic service B. Delivered service C. Internal service D. External service Question: 19 Answer: C What is the act of transforming resources and capabilities into valuable service better known as? A. Service management B. Incident management C. Resource management D. Service support Question: 20 Answer: A 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 Question: 21 Answer: A Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder Visit us at

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