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ITIL-F PDF DEMO:
QUESTION NO: 1
Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
Answer: A
QUESTION NO: 2
Which of the following processes are performed by the service desk?
1 . Capacity management
2 . Request fulfilment
3 . Demand management
4 . Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
Answer: C
QUESTION NO: 3
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Preparation
C. Products
D. Potential
Answer: C
QUESTION NO: 4
Which is the correct definition of a customer facing service?
A. One which directly supports the business processes of customers
B. A service that cannot be allowed to fail
C. One which is not covered by a service level agreement
D. A service not directly used by the business
Answer: A
QUESTION NO: 5
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
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A
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Updated: May 28, 2022