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ITILF Exam Preparation Material 2018

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2. It defines activities

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: 22 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 Question: 23 Answer: A Which of the following is NOT a source of best practice? A. Standards B. Technology C. Academic research D. Internal experience Question: 24 Answer: B Which reason describes why ITIL is so successful? A. The five ITIL volumes are concise B. It is not tied to any particular vendor platform C. It tells service providers exactly how to be successful D. It is designed to be used to manage projects Visit us at

Answer: B Question: 25 What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services? A. Business services B. Component services C. Supporting services D. Customer services Question: 26 Answer: C Which of the following is NOT an objective of Continual Service Improvement? A. Review and analyze Service Level Achievement results B. Identify activities to improve the efficiency of service management processes C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction D. Conduct activities to deliver and manage services at agreed levels to business users Question: 27 Answer: D Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? A. Service Strategy B. Continual Service Improvement C. Service Operation D. Service Design Question: 28 Answer: B Visit us at

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