Which tool helps with defining accountability and responsibility within processes?
A. A CSI register
B. A project charter
C. A RACI model
D. A communications plan
In service design, which term describes services, technologies and tools?
A. People
B. Partners
C. Products
D. Processes
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The process practitioner
B. The process owner
C. The service owner
D. The process manager
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision
What is the best description of an external customer?
A. Someone who works in the same organization but in a different business unit to the service provider
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA.
C. Cost of providing support
D. Service level agreements (SLA.
What BEST describes an important principle of communication in service operation?
A. It is efficient, effective and economical for all IT services.
B. It has an intended purpose or a resultant action.
C. It focuses on creating a relationship between processes and products.
D. It has responsibility for creating policies.
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
Which role is accountable for the operational management of a process?
A. Process practitioner
B. Process manager
C. Service manager
D. Change manager
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