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QUESTION NO: 11
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A
QUESTION NO: 12
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C
QUESTION NO: 13
Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
Answer: D
QUESTION NO: 14
What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Answer: D
QUESTION NO: 15
Which of the following is best definition of IT service management?
A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
Answer: D
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