EX0-117ITIL Foundation (syllabus 2011)
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EX0-117 Online Practice Questions and Answers
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A. Internal
B. External
C. Service desk
D. Shared services unit
Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?
A. Service strategy
B. Service transition planning and support
C. Service level management
D. Change management
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