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Ace Your ITIL-Foundation ITIL Foundation Level Exam

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Question 20

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

Options:

A.

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

B.

Strategic, tactical and operational

C.

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

D.

Technology, process and service

Question 21

Where should the following information be stored?

1. The experience of staff

2. Records of user behaviour

3. Supplier's abilities and requirements

4. User skill levels

Options:

A.

The change schedule

B.

The service portfolio

C.

A configuration management database (CMDB)

D.

The service knowledge management system (SKMS)

Question 22

Availability management is directly responsible for the availability of which of the following?

Options:

A.

IT services and components

B.

IT services and business processes

C.

Components and business processes

D.

IT services, components and business processes

Question 23

Which statement about the service portfolio is TRUE?

Options:

A.

The service portfolio includes all services except those managed by third parties

B.

It is an integral part of the service catalogue

C.

It allows the organization unlimited resources when planning for new service deployments

D.

It represents all resources presently engaged or being released in various stages of the service lifecycle

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Exam Code: ITIL-Foundation
Exam Name: ITIL Foundation Certification - IT Service Management
Last Update: Dec 28, 2024
Questions: 324
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