Question 1

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

Options :

A : Do

B : Perform

C : Implement

D : Measure

Answer: A

Question 2

Which document shows a detailed analysis of business impact and benefits?

Options :

A : A return on investment

B : Service level requirements

C : A business case

D : A service level agreement

Answer: C

Question 3

What is a characteristic of a process?

Options :

A : It requires a specific tool

B : It is performance driven and measurable

C : It provides generic technical skills and resources

D : It does not react to a specific trigger

Answer: B

Question 4

How many people should be accountable for a process as defined in the RACI model?

Options :

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

Answer: B

Question 5

What are the categories of events described in the ITIL service operation book?

Options :

A : Informational, scheduled, normal

B : Scheduled, unscheduled, emergency

C : Informational, warning, exception

D : Warning, reactive, proactive

Answer: C

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