Review Questions

You can find the answers in Appendix A.

1. Who is responsible for producing evidence that the process activities have been carried out correctly, in the form of records?

A. Process owner

B. Process practitioner

C. Process manager

D. Service owner

2. What does RACI stand for?

A. Responsible, Accountable, Consulted, Involved

B. Recorded, Assessed, Consulted, Informed

C. Review, Authorize, Consult, Inform

D. Responsible, Accountable, Consulted, Informed

3. Which of the following is not one of the responsibilities of a service owner?

A. Communicating with the customer as required on all issues regarding the delivery of the service

B. Designing the metrics for the process and ensuring that these provide the necessary information to judge the effectiveness and efficiency of the process

C. Representing the service across the organization and attending service review meetings with the business.

D. Being the escalation (notification) point for major incidents affecting the service

4. Who is responsible for ensuring the right numbers of staff are assigned to the various roles within the process and that they understand what is required of them?

A. Process manager

B. Process owner

C. Service owner

D. Process practitioner

5. Which of the following is true?

A. Accountability can be shared.

B. There may be more than one person responsible.

C. Someone must always be consulted for each process step.

D. The process owner is the person informed for every process step.

6. What is the RACI model used for?

A. Defining the different responsibilities of the service owner and the process owner, manager, and practitioner

B. Defining the process requirements for a new service

C. Risk assessment for each configuration item

D. Defining the roles and responsibilities for a process

7. Which of these statements is not true?

A. There may be several process practitioners for each process.

B. There may be several process managers for each process.

C. There may be several process owners for each process.

D. Every process must have a process manager.

8. Which role should update process documentation following a change?

A. The process manager

B. The change manager

C. The process owner

D. The knowledge manager

9. Who does ITIL say is responsible for identifying improvements to a process?

A. 1 and 2 only

B. 4 only

C. All of the above

D. 3 and 4 only

10. Which of the following activities should a service owner undertake?

A. 1, 2, and 3 only

B. 1, 3, and 4 only

C. 1 and 2 only

D. All of the above