Practice Quiz

IT Service Management Foundation Practice Test - Question List

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11. Which of the following describes a Process?
  1. Contains all the details of the IT services delivered to a customer
  2. Activities that take in one or more inputs and produce established outputs
  3. A table included in the ITIL Service library containing the steps required to request an IT service
  4. The most important aspect of Availability Management
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12. Who is responsible for making sure that the process meets the needs of its purpose and that it produces the right outcomes?
  1. Process owner
  2. Process manager
  3. Process architect
  4. The person in the cubicle next to me
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13. When defining a process it is important to consider the following?
  1. Process owner and process manager relationships
  2. Timeline for implementation
  3. IT operational management demands
  4. Physical and behavioral aspects
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14. What purpose does an IT Function serve?
  1. It acts as the ‘glue’ within ITSM
  2. Determines the importance of a Service
  3. To rhyme with conjunction
  4. To define the roles and responsibilities required for IT Services design, delivery, and management.
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15. The RACI model is at the core of ensuring the integration of Processes and Functions. What does RACI abbreviation stand for?
  1. Responsive, Accountable, Coordinated, & Informed
  2. Responsible, Actionable, Coordinated, & Integrated
  3. Responsibility, Accountability, Consult, & Inform
  4. Reasonable, Accommodating, Cooperative, & Inquisitive
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