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ITIL Foundation Questions and Answers

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Question 1

Which process would be used to compare the value that newer services have offered over those they have replaced?

Options:

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

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Question 2

What do customer perceptions and business outcomes help to define?

Options:

A.

The value of a service

B.

Governance

C.

Total cost of ownership (TCO)

D.

Key performance indicators (KPIs)

Question 3

What does the term “Wisdom” represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

Options:

A.

The complete collection of all data and data repositories in the organization

B.

The knowledge to manage organization processes and people

C.

The complete collection of all process management structures in the organization

D.

The contextual awareness to provide strong common sense judgement

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