Pass ITILF Exam Guide

ITIL Foundation Questions and Answers

Question 17

Which of the following is the best definition of IT service management?

An internal service provider that is embedded within a business unit

A complete set of all the documentation required to deliver world class services to customers

Technical implementation of supporting IT infrastructure components

The implementation and management of quality IT services that meet business needs

Question 18

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Business services

Component services

Supporting services

Customer services

Question 19

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

Strategic customers

External customers

Valued customers

Internal customers

Question 20

Which of the following is an enabler of best practice?

Standards

Technology

Academic research

Internal experience