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ITIL-Foundation Exam Dumps : ITIL Foundation Certification - IT Service Management

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ITIL Foundation Certification - IT Service Management Questions and Answers

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Question 1

Which of the following service desk organizational structures are described in service operation?

1. Local service desk

2. Virtual service desk

3. IT help desk

4. Follow the sun

Options:

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

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Question 2

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

Question 3

Which two elements of financial management for IT services are mandatory?

Options:

A.

Budgeting and charging

B.

Accounting and charging

C.

Budgeting and accounting

D.

Costing and charging

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