Complete ITIL-F Exin Materials

ITIL Foundation Questions and Answers

Question 25

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

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

Strategic, tactical and operational

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

Technology, process and service

Question 26

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 27

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 interacting, interrelated, 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 28

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