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ITIL-Foundation PDF



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  • Exam Name: ITIL Foundation Certification - IT Service Management
  • Last Update: 08-Dec-2023
  • Questions and Answers: 324
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ITIL-Foundation Questions and Answers

Question # 1

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


A set of specialized organizational capabilities for providing value to customers in the form of services


A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose


The management of functions within an organization to perform certain activities


Units of organizations with roles to perform certain activities

Question # 2

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?


Business services


Component services


Supporting services


Customer services

Question # 3

What are customers of IT services who do NOT work in the same organization as the service provider known as?


Strategic customers


External customers


Valued customers


Internal customers

Question # 4

What should a service always deliver to customers?









Question # 5

What is a service delivered between two business units in the same organization known as?


Strategic service


Delivered service


Internal service


External service

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