Review Questions

You can find the answers in Appendix A.

1. Which of the following is not a recognized source of IT best practices according to ITIL?

A. Proprietary knowledge

B. Industry standards

C. Training

D. Auditors

2. Which of the following is a reason an organization might want to adopt ITIL best practices?

A. Advice on the technical specification of infrastructure

B. Advice on business strategy

C. Development of programming techniques

D. Management of IT services and budgetary controls

3. Which of the following is the correct description of a service?

A. Restores normal operations as soon as possible

B. Delivers value to customers, without ownership of specific costs and risks

C. Investigates the underlying cause of issues

D. Monitors ...

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