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ITIL Foundation Questions and Answers

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Question 1

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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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

Which of these should a change model include?

1. The steps that should be taken to handle the change

2. Responsibilities; who should do what, including escalation

3. Timescales and thresholds for completion of the actions

4. Complaints procedures

Options:

A.

1,2 and 3 only

B.

All of the above

C.

1 and 3 only

D.

2 and 4 only

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