Suppose that process A is a 

downstream process of process B. This is an example of what kind

of relation?
Wählen Sie eine Antwort:

a.
An abstraction relation

b.
A hierarchical relation

c.
A sequential relation

d.
An external relation
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Processes may also be related to one another in other ways. Billing, in the example we just used,
is an upstream process compared to shipment: for the same order the bill is sent out usually
before the ordered goods are shipped. Another way of expressing this relation is, of course, that
shipment can be considered a downstream process in comparison to Billing. This illustrates how
processes can be sequentially related.

Die richtige Antwort ist: A sequential relation

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Which of the following are common examples of support processes?
Wählen Sie eine oder mehrere Antworten:

a.
HR management

b.
Product development

c.
Accounting
d.
IT management

e.
Order processing
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Your answer is correct.
Support processes enable the execution of these core processes. These include indirect
procurement (i.e., sourcing of hardware, furniture, stationery, etc.), human resource
management, information technology management, accounting, financial management, and legal
services.
Further information book chapter 2, page 41.  (Dumas et al., 2018)
Die richtigen Antworten sind: Accounting, HR management, IT management

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According to Porter's classification of processes, which of the following processes refer(s) to a
support process?
Wählen Sie eine oder mehrere Antworten:

a.
The process for handling customer complaints (complaint-to-resolution)

b.
The process for reimbursing travel expenditures to employees when returning from a business
travel

c.
The process for recovering overdue payments from customers

d.
The process for handling requests from employees to take their annual vacation

e.
The process for producing the annual report of the company
Feedback
Die Antwort ist richtig.
The processes for handling customer complaints and overdue payments are core processes.
They are part of the way the company produces value (handling overdue payments is part of the
company's order-to-cash process). The process for producing the annual company report is a
management process.
Die richtigen Antworten sind: The process for handling requests from employees to take their
annual vacation, The process for reimbursing travel expenditures to employees when returning
from a business travel

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Which of the following statement(s) is/are true about a case/function matrix?
Wählen Sie eine oder mehrere Antworten:

a.
It is only useful when analyzing core processes

b.
It can evolve into a process landscape model

c.
It can be split up into multiple matrices for the purpose of improving readability

d.
Each of its cells represents a process architecture

e.
It has the different case types as columns and the different functions as rows
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Die Antwort ist richtig.
Each cell in a case/function matrix represents a step. The case/function matrix can be used to
analyze any type of process, not only core processes.
Die richtigen Antworten sind: It can be split up into multiple matrices for the purpose of improving
readability, It has the different case types as columns and the different functions as rows, It can
evolve into a process landscape model

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 Fragetext

One set of practices for IT service management (that focuses on aligning IT services with the
ITIL - IT Infrastructure Library

needs of business) is called   .

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Die richtige Antwort lautet:
One set of practices for IT service management (that focuses on aligning IT services with the
needs of business) is called [ITIL - IT Infrastructure Library].

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Which are the process identification steps?
Wählen Sie eine oder mehrere Antworten:

a.
Enumerate main processes

b.
Prioritize processes based on importance, health and feasibility

c.
Define KPI's

d.
Determine process scope
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Die Antwort ist richtig.
Die richtigen Antworten sind: Enumerate main processes, Determine process scope, Prioritize
processes based on importance, health and feasibility

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The value chain contains the following part(s)?
Wählen Sie eine oder mehrere Antworten:

a.
Primary Activities

b.
Competition Assessments

c.
Process Flows

d.
Supporting Tasks
Feedback
Your answer is correct.
Further information book chapter 2, page 41.  (Dumas et al., 2018)
Die richtigen Antworten sind: Primary Activities, Supporting Tasks

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Core processes represent the main tasks of a company
Bitte wählen Sie eine Antwort:
Wahr 

Falsch
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Further information book chapter 2, page 41.  (Dumas et al., 2018)
Die richtige Antwort ist 'Wahr'.

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What characterizes support processes?
Wählen Sie eine oder mehrere Antworten:

a.
They generate direct contact to external recipient of benefit

b.
They provide resources for core processes

c.
They enable the execution of core processes

d.
They provide directions for other processes
Feedback
Your answer is partially correct.
Sie haben 1 richtig ausgewählt.
Further information book chapter 2, page 41ff.  (Dumas et al., 2018)
Die richtigen Antworten sind: They enable the execution of core processes, They provide
resources for core processes

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A water utility company provides drinking water to residents and businesses in a city of one
million inhabitants, as well wastewater treatment services to the city council. Which processes
are likely to be core processes of this company.
Wählen Sie eine oder mehrere Antworten:

a.
Bill-to-cash

b.
Issue-to-resolution

c.
Debt collection

d.
Procure-to-pay

e.
Infrastructure inspection
Feedback
Die Antwort ist richtig.
The bill-to-cash process is likely to be a core process in a water utility company because it is the
process that ultimately assures the cash flow of the company. Issue-to-resolution is also critical
(core) since issues with water supply are very critical for the company's customers - not handling
them in a timely and effective manner is likely to generate bad reputation for the company and
possibly also formal complaints and court cases that may be costly to the company.
Infrastructure inspection is critical to a water company since infrastructure is the core asset of the
organization, and poorly maintained infrastructure results in customer issues and complaints.
Procure-to-pay is clearly not core. Debt collection is to some extent important, especially if a
large number of customers are defaulting with their payment. But debt collection can in some
cases be outsourced to a debt collection agency, or isolated from the rest of the company in such
a way that it does not interfere with the core processes.
Die richtigen Antworten sind: Bill-to-cash, Issue-to-resolution, Infrastructure inspection