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Tuesday, January 3, 2012

Questions on ITIL Processes


Question 1

Working with well-defined processes is a basic principle of ITIL. Which of the following statements most accurately describes a characteristic of a process?
A. A process delivers end-to-end monitoring of service quality
B. A process provides structure and stability for an organisation
C. A process utilises feedback for self-corrective action
D. A process ensures clear communication of service value

Question 2

Which of the following statements best describes the value of process models?
A. To understand the future requirements for Service Management processes
B. To provide a logical model of the relationship between functions and processes
C. To understand the process and help articulate the distinctive features of a particular process
D. To report on the performance of process efficiency and effectiveness

Question 3

Which of the following is NOT a characteristic of a process?
A. The process should be traceable to a specific trigger
B. The outcome of a process must be automated
C. The specific result of the process must be identifiable
D. The performance of the process should be measurable

Question 4

Which of the following is LEAST important in ensuring processes are well managed?
A. Ensuring each process is owned by a Process Owner
B. Organising processes around a set of clear objectives
C. Aligning processes with international standards
D. Establishing process measurements and metrics

Question 5

Which of the following best describes the profile of a typical Process Owner?
A. Board-level executive with authority, leadership and charisma
B. External consultant with extensive ITIL qualifications and experience
C. Senior-level manager with credibility, influence and authority
D. Functional line manager with direct responsibility for operational teams


Question 1: C
Question 2: C
Question 3: B
Question 4: C
Question 5: C

ITIL Sample Questions Home Page

Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

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