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WhichofthefollowingisINCORRECTwithregardtoFunctions? Chooseoneanswer. a. Functionsmayaccessresourcesexternallyinorderto providethespecificoutcomesrequiredfromthe functionalunit. b. Afunctioniscarriedoutbyapersonorateam. c. Coordinationbetweenfunctionsthroughshared processesisvitaltoavoidtechnical"silos". d. Functionsareselfcontainedunitsspecializingin performingspecifictypesofworkandareresponsiblefor specificoutcomes. WhichofthefollowingisNOToneoftheITILcorepublications? Chooseoneanswer. a. ServiceDesign b. ServiceTransition c. ServiceOptimization d. ServiceStrategy SelectthecorrectattributesofanITServicefromtheCustomer Perspective:Chooseatleastoneanswer. a. IsbasedontheuseofInformationTechnology b. Consistsofmanypartswhichallneedtobeknowntothe Customer. c. Isusedtoachieveabusinessoutcome(goal). d. Providesbusinessbenefitswithouttherisksofownership.

8. TheITILV3coreisbestdescribedas?Chooseoneanswer. a. AnITManagementLifecycle b. AnInfrastructureLifecycle c. AnOperationsLifecycle d. AServiceLifecycle WhichofthefollowingstatementsisCORRECTabout'good practice'?Chooseoneanswer. a. ItisalwaysbasedonITIL b. Itisalwaysdocumentedininternationalstandards c. Itcanbeusedtodriveanorganizationforward d. Itissomethingthatisinwideindustryuse

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10. WhichofthefollowingstatementsareCORRECTaboutFunctions? 1.Theyprovidestructureandstabilitytoorganizations 2.Theyareselfcontainedunitswiththeirowncapabilitiesand resources 3.Theyrelyonprocessesforcrossfunctionalcoordinationand control 4.Theyarecostliertoimplementcomparedtoprocesses Chooseoneanswer. a. 1,2and4only b. Alloftheabove c. Noneoftheabove d. 1,2and3only 11. JohnhasbeenmadeIncidentManagerbytheITManager.Isthisa FunctionoraRole?Chooseoneanswer. a. ItisaRole b. ItisaFunction 12. Whatstatementbelowbestdescribestheconceptof"Service Management"inITIL?Chooseoneanswer. a. Alogicalconceptreferringtopeopleandautomated measuresthatexecuteadefinedprocess,anactivity,ora combinationthereof. b. Ateam,unit,orpersonthatperformstasksrelatedtoa specificprocess. c. Asetofspecializedorganizationalcapabilitiesfor providingvaluetocustomersintheformofservices. d. Ameansofdeliveringvaluetocustomersbyfacilitating outcomestheywanttoachieve,withouttheownershipof specificcostsandrisks. 13. Fromthefollowingselectallofthecorrectstatementsrelatingto frameworksof"goodpractice".Chooseatleastoneanswer. a. Publicframeworksdonotneedtobevalidatedor reviewedbytheorganizationswhichchoosetoadopt them. b. Knowledgeregardingpublicframeworksiswidely distributedintheprofessionalcommunity c. ITIL,COBIT,PRINCE2,PMBOK,CMMIandeSCMSPareall examplesofpublicframeworks d. Companieswhichdeveloptheirownframeworkof"good practices"havethesameadvantagesasiftheyhada adoptedapublicframework 14. TrueorFalse:TheServiceOwnercanshareaccountabilityfora servicewithoneormorecolleagues. Answer: True False

4. Functionsarebestdescribedas:Chooseoneanswer. a. Closedloopsystems b. SelfContainedunitsoforganizations c. Focusingontransformationtoagoal d. Withouttheirownbodyofknowledge ThefourstagesoftheDemingCycleare?Chooseoneanswer. a. Plan,Do,Act,Audit b. Plan,Do,Check,Act c. Plan,Check,ReAct,Implement d. Plan,Measure,Monitor,Report WhichofthefollowingstatementsregardingtheProcessModelis INCORRECT?Chooseoneanswer. a. Theactivityofplanningandregulatingaprocess,withthe objectiveofperformingaprocessinaneffective,efficient, andconsistentmanneriscalledProcessControl. b. Aprocessisastructuredsetofcoordinatedactivitiesthat combineandimplementresourcesandcapabilitiesto produceanoutcomewhichcreatesvalueforthe customer. c. Processactivitieswillbeaffectedbyavailableresources andcapabilitiesandbyperformancefeedbackafter reviewofprocessoutcomes. d. Onceaprocessiswellcontrolledandmanaged,ongoing performanceoutcomereviewsarenolongerrequired. Whichstatementbestdescribestheconceptofa"Service"inITIL? Chooseoneanswer. a. Ateam,unit,orpersonthatperformstasksrelatedtoa specificprocess. b. Asetofspecializedorganizationalcapabilitiesfor providingvaluetocustomersintheformofservices. c. Ameansofdeliveringvaluetocustomersbyfacilitating outcomestheywanttoachieve,withouttheownershipof specificcostsandrisks. d. Alogicalconceptreferringtopeopleandautomatedtools thatexecuteadefinedprocess,oranactivity.

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