Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure

• RACI model

• Incident model

• Continual service improvement (CSI) approach

• The Deming Cycle

Which one of the following functions would be responsible for the management of a data center

• Technical management

• Service desk

• Application management

• Facilities management

Service transition contains detailed descriptions of which processes?

• Change management, service asset and configuration management, release and deployment management

• Change management, capacity management event management, service request management

• Service level management, service portfolio management, service asset and configuration management

• Service asset and configuration management, release and deployment management, request fulfillment

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process

• The IT Director

• The Process Owner

• The Service Owner

• The Customer

Which Service Design process makes the most use of data supplied by Demand Management

• Service Catalogue Management

• Service Level Management

• IT Service Continuity Management

• Capacity Management

Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?

• Technology, Customer, User

• Corporate, Customer, Service

• Corporate, Customer, Technology

• Service, User, IT

Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review

2. Continual Improvement

3. Implement Initiatives

4. Plan for Improvement

• 1 Plan, 2 Do, 3 Check, 4 Act

• 3 Plan, 2 Do, 4 Check, 1 Act

• 4 Plan, 3 Do, 1 Check, 2 Act

• 2 Plan, 3 Do, 4 Check, 1 Act

In which of the following should details of a workaround be documented?

• The service level agreement (SLA)

• The problem record

• The availability management information system

• The IT service plan

Which one of the following is NOT a characteristic of a process

• It is measureable

• It delivers specific results

• It responds to specific events

• It structure an organization

Which of the following is not a service desk type recognized in the service operation volume of ITIL

• Local

• Centralized

• Outsourced

• Virtual