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ITIL Foundation V3 Certificate
Questions oriented around the ITIL Foundation V3 Certificate
4
Computer Science
Professional
11/29/2010
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Term
Describe the process of "Good Practice" or "best practices"
 Definition
Practices and processes that are in "wide industry use". These usually consist of one or more of the following:
Public Frameworks (ITIL, CMMI, etc.)
Standards (ISO 20000, etc.)
Proprietary knowledge
Term
Define and explain the concept of a "service"
 Definition
A set of related functions provided by IT that are seen by the customer as a self-contained entity that provides value without liability of ownership costs and/or risks.
Term
Define and explain the concept of IT Service Management.
 Definition
The implementation and management of quality IT Services that meet the needs of the business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, process, and technology.
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