Question 1

Which statement about stakeholders is TRUE?

Options :

A :

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B : External customers are those who work for the same organization as the IT service provider

C : Internal customers are always charged for the IT services they receive from the IT service provider organization

D :

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A

Question 2

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Options :

A : Internal

B : External

C : Service desk

D : Shared services unit

Answer: C

Question 3

What BEST describes the purpose of analyzing risk?

Options :

A : To assess impact and urgency

B : To assess impact and probability

C : To review remediation planning

D : To review transition planning

Answer: B

Question 4

Which ITIL process is used to restore normal service operation as quickly as possible?

Options :

A : Service level management

B : Incident management

C : Problem management

D : Availability management

Answer: B

Question 5

Which statement about stakeholders is TRUE?

Options :

A :

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B : External customers are those who work for the same organization as the IT service provider

C : Internal customers are always charged for the IT services they receive from the IT service provider organization

D :

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A

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