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ITIL Foundation Questions and Answers

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Question 1

What are customers of IT services who work in the same organization as the service provider known as?

Options:

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

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Question 2

What is the PRIMARY process for strategic communication with the service provider's customers?

Options:

A.

Service catalogue management

B.

Service portfolio management

C.

Service desk

D.

Business relationship management

Question 3

Which of the following BEST describes technical management?

Options:

A.

A function responsible for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.

Senior managers responsible for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT infrastructure

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