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

1. A. RACI model
2. B. Incident model
3. C. Continual service improvement (CSI) approach
4. D. The Deming Cycle

Correct Answer: A

Customer perceptions and business outcomes help lo define what?

1. A. The value off a service
2. B. Governance
3. C. Total cost of ownership (TCO)
4. D. Key performance indicators (KPIs)

Correct Answer: A

Reference: http://www.cbronline.com/news/axios_flags_need_for_itil_based_service_value_managem ent_250909

Which of the following BEST describes a Change Authority?

1. A. The Change Advisory Board
2. B. A person that provides formal authorisation for a particular type of chang
3. C. A role, person or a group of people that provides formal authorisation for a particular type of chang
4. D. The Change Manager who provides formal authorisation for each change

Correct Answer: C

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

1. A. Plan
2. B. Do
3. C. Check
4. D. Act

Correct Answer: A

Which of the following identifies the purpose of design coordination?

1. A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
2. B. Ensuring all service designs have availability designed into them
3. C. Designing of all the links between every service design process and all other processes in the service lifecycle
4. D. Control of all supplier relationships from design right through to the production environment

Correct Answer: A