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ITIL-Foundation Exam Dumps - ITIL Foundation Certification - IT Service Management

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Question # 41

Which one of the following is the BEST definition of the term 'service management'?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

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Question # 42

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

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

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Question # 43

A process owner has been identified with an "I" in a RACI matrix.

Which one of the following would be expected of them?

A.

Be accountable for the outcome of an activity

B.

Perform an activity

C.

Be kept up-to-date on the progress of an activity

D.

Manage an activity

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Question # 44

A process owner is responsible for which of the following?

1. Defining the process strategy

2. Assisting with process design

3. Improving the process

4. Performing all activities involved in a process

A.

2, 3 and 4 only

B.

All of the above

C.

1, 2 and 3 only

D.

1, 2 and 4 only

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Question # 45

Which of the following is best definition of IT service management?

A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

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