This quiz is based on ITIL V3 Foundation e-Course. It will test the candidates knowledge of Service Management Concept.
Questions and Answers
1.
Which of the following characterizes a function?
1 It is specialized to perform a certain type of work
2 It is self-contained with capabilities and resources necessary for its performance
3 It is responsible for specific outcomes
4 It can be repeated and becomes manageable.
A. 
1 only
B. 
1 and 3 only
C. 
1, 2 and 3 only
D. 
All of the above.
2.
Which of the following are characteristics of a process?
1 Measurable
2 Responds to a specific Event
3 Has customers
4 Leads to specific results.
A. 
1 only
B. 
1 and 3 only
C. 
1, 2 and 3 only
D. 
All of the above.
3.
In the RACI authority matrix the letter 'C' stands for:
A. 
Classified
B. 
Configured
C. 
Consulted
D. 
Communication.
4.
Which of the following does NOT represent a capability of a service organization?
A. 
Confidence for action
B. 
Customers
C. 
Capacity
D. 
Competency.
5.
Which of the following activities is a Process Owner of a specific process responsible for?
1 Documenting and publicizing the process
2 Participating in negotiating Service Level Agreements
3 Defining the process strategy
4 Providing input to the ongoing Service Improvement Programme.