Service Management As A Practice
5 Questions
| Total Attempts: 53
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.
- A.
1 only
- B.
1 and 3 only
- C.
1, 3 and 4 only
- D.
All of the above
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