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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 one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Options:

A.

Implementing service and process improvements

B.

Reviewing measurements and metrics

C.

Creating a baseline

D.

Defining measurable targets

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Question 2

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Options:

A.

Availability management

B.

Capacity management

C.

Design coordination

D.

Release management

Question 3

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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