ITIL v3 Practice Questions with correct answers

Which is NOT a source of best practice? a) Standards b) Technology c) Academic research d) Internal experience - Answer b) Technology Which three are the characteristics of ITIL guidance that help to make it successful? a) Prescriptive, best practice and solution specific b) Publicly available, prescriptive, and best practice c) Vendor neutral, non-prescriptive, and best practice d) Publicly available, solution specific, and vendor neutral - Answer c) Vendor neutral, non-prescriptive, and best practice What is the ITIL term for customers of an IT service provider who purchase services as agreed in a legal contract? a) Strategic customers b) External customers c) Valued customers d) Internal customers - Answer b) External customers Which is NOT defined as part of every process?