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ITIL-F Exam Dumps : ITIL® Foundation

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ITIL® Foundation Questions and Answers

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Question 1

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

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Question 2

Which of the following BEST describes technical management?

Options:

A.

A function responsible for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.

Senior managers responsible for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT infrastructure

Question 3

Which of the following options is a hierarchy that is used in knowledge management?

Options:

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

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