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10 Cards in this Set
- Front
- Back
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__________ create value, remove risk of ownership from customers, facilitate outcomes customers want to achieve, and reduce the effects of constraints.
A. Resources B. Services C. Systems D. Processes |
Services
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__________ is a set of specialized organizational capabilities for providing value to customers in the form of services.
A. Service Management B. Information Technology C. Technology Management D. Service |
Service Management
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Why might an organization want to use ITIL?
1. ITIL is published good practice 2. ITIL is a validated framework 3. ITIL provides a basis on which to improve 4. All of the above |
All of the above.
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ITIL is a stand-alone, totally inclusive framework that eliminates the need to consider any other standard.
True or False |
False
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The ITIL core volumes include Service Strategy, Service Design, Continual Service Improvement and what other volumes?
1. Service Optimization 2. Service Operation 3. Service release 4. Service Transition |
Service Operation and Service Transition
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There are times when it is feasible to have more than one person accountable for an activity within a process.
True or False |
False
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Which of the following is NOT a characteristic of a process?
A. Responds to a specific event (trigger) B. It is timely C. It is measurable and therefore performance driven D. It provides a specific output to a customer |
B. It is timely
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What is the term defined by "units of organization specialized to perform certain types of work and responsible for specific outcomes?"
A. Process B. Functions C. Services D. Service Management |
B. Functions
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The RACI Model is NOT used to identify which of the following roles?
A. Who is responsible B. Who is accountable C. Who is consulted D. Who is charged |
D. Who is charged
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What is the term defined by "structured set of activities designed to be accomplish a specific set of objectives?"
A. Function B. Service C. Process D. Resource |
C. Process
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