Service Management As A Practice

5 Questions | Total Attempts: 53

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Management Quizzes & Trivia

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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