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ITIL-F Exam Dumps : ITIL Foundation

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ITIL Foundation Questions and Answers

Question 1

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

Options:

A.

Do

B.

Perform

C.

Implement

D.

Measure

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Question 2

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options:

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

Question 3

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

Options:

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