Question 1

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 2

What BEST defines roles and responsibilities in relation to process and activities?

Options :

A : Human resource model

B : Configuration baseline

C : Service model

D : RACI matrix

Answer: D

Question 3

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Options :

A : Internal

B : External

C : Service desk

D : Shared services unit

Answer: C

Question 4

Which is the CORRECT activity to carry out the 'How do we get there' phase of the Continual

Service Improvement approach?

Options :

A : Service and process improvement

B : Baseline assessments

C : Policy and governance review

D : Measurable targets

Answer: A

Question 5

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

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