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Quiz: 7. Service Design Roles, 1 of 19
Q: How frequently should CAB meetings be held?
Monthly
Yearly
Weekly
As required
Quiz: 7. Service Design Roles, 2 of 19
Q: Which of the following activities should a service owner undertake?
1. Representing a specific service across the organization
2. Updating the known error database with details of errors that have been identified for the service
3. Attending the CAB meeting to discuss changes to the service
4. Attending service reviews with the business
1, 2, and 3 only
1, 3, and 4 only
1 and 2 only
All the answers are correct
Quiz: 7. Service Design Roles, 3 of 19
Q: Which of the following roles is responsible for a particular service within an organization?
The Service Continuity Manager
The Service Level Manager
The Business Relationship Manager
The Service Owner
Quiz: 7. Service Design Roles, 4 of 19
Q: Which of the following statements about the RACI model is true?
It records Configuration Items (CI).
It defines roles and responsibilities.
It performs performance analysis.
It monitors services.
Quiz: 7. Service Design Roles, 5 of 19
Q: What does RACI stand for?
Review, Authorize, Consult, Inform
Recorded, Assessed, Consulted, Informed
Responsible, Accountable, Consulted, Involved
Responsible, Accountable, Consulted, Informed
Quiz: 7. Service Design Roles, 6 of 19
Q: Which role should update process documentation following a change?
The change manager
The process manager
The knowledge manager
The process owner
Quiz: 7. Service Design Roles, 7 of 19
Q: Which of the following is not one of the responsibilities of a service owner?
Designing the metrics for the process and ensuring that these provide the necessary information to judge the effectiveness and efficiency of the process
Communicating with the customer as required on all issues regarding the delivery of the service
Being the escalation (notification) point for major incidents affecting the service
Representing the service across the organization and attending service review meetings with the business.
Quiz: 7. Service Design Roles, 8 of 19
Q: Who is responsible for ensuring the right numbers of staff are assigned to the various roles within the process and that they understand what is required of them?
Process owner
Process manager
Process practitioner
Service owner
Quiz: 7. Service Design Roles, 9 of 19
Q: The RACI model is used to __________.
Define roles and responsibilities
Manage Configuration Items (CI)
Monitor services
Performance analysis
Quiz: 7. Service Design Roles, 10 of 19
Q: What is the RACI model used for?
Defining the roles and responsibilities for a process
Defining the different responsibilities of the service owner and the process owner, manager, and practitioner
Defining the process requirements for a new service
Risk assessment for each configuration item
Quiz: 7. Service Design Roles, 11 of 19
Q: Which of these statements is not true?
There may be several process managers for each process.
There may be several process owners for each process.
Every process must have a process manager.
There may be several process practitioners for each process.
Quiz: 7. Service Design Roles, 12 of 19
Q: What does RACI stand for?
Linear Responsibility Chart
Responsible Accountable Consulted Informed
RACI matrix
Responsibility Assignment Matrix
Quiz: 7. Service Design Roles, 13 of 19
Q: Which of the following is true?
Accountability can be shared.
There may be more than one person responsible.
Someone must always be consulted for each process step.
The process owner is the person informed for every process step.
Quiz: 7. Service Design Roles, 14 of 19
Q: Which of the following is a valid role in the RACI matrix?
Configuration
Consulted
Complex
Controlled
Quiz: 7. Service Design Roles, 15 of 19
Q: Who is responsible for producing evidence that the process activities have been carried out correctly, in the form of records?
Process manager
Process practitioner
Process owner
Service owner
Quiz: 7. Service Design Roles, 16 of 19
Q: Which of the following versions of the RACI is used by Project Management Institute (PMI)?
RACIO
DACI
RSI
RASCI
Quiz: 7. Service Design Roles, 17 of 19
Q: Who does ITIL say is responsible for identifying improvements to a process?
1. The service owner
2. The process improvement manager
3. The process manager
4. The process owner
1 and 2 only
3 and 4 only
All the answers are correct.
4 only
Quiz: 7. Service Design Roles, 18 of 19
Q: Which of the following is the responsibility of a Process Owner?
Monitoring and improving the process
Use tools to support the process
Ensuring that targets specified in a SLA are met
Carrying out activities defined in the process
Quiz: 7. Service Design Roles, 19 of 19
Q: Which of the following versions of RACI centralizes decision making and clarifies who can re-open discussions?
DACI
CAIRO
RACIO
VARISC
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