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Free ITILFND-2011 Exam Braindumps
ITIL 2011 Foundation Questions 141–145 (page: 30)

Updated On: 10-Feb-2026
Page 30 of 105
PDF with 519 Questions

Which one of the following are the two primary elements that create value for customers?

  1. Value on investment (VOI) and return on investment (ROI)
  2. Customer and user satisfaction
  3. Service requirements and warranty
  4. Resources and capabilities

Answer(s): D



Which one of the following statements is CORRECT?

  1. The configuration management system is part of the known error database
  2. The service knowledge management system is part of the configuration management system
  3. The configuration management system is part of the service knowledge management system
  4. The configuration management system is part of the configuration management database

Answer(s): C



Which one of the following generates demand for services?

  1. Infrastructure trends
  2. Patterns of business activity (PBA)
  3. Cost of providing support
  4. Service level agreements (SLA)

Answer(s): B



Which one of the following is NOT an aim of the change management process?

  1. To ensure the impact of changes are understood
  2. To ensure that changes are recorded and evaluated
  3. To ensure that all changes to configuration items (CIs)are recorded in the configuration management system (CMS)
  4. To deliver and manage IT services at agreed levels to business users

Answer(s): D



What are customers of IT services who work in the same organization as the service provider known as?

  1. Strategic customers
  2. External customers
  3. Valued customers
  4. Internal customers

Answer(s): D



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