Free Access ITIL.ITIL-Foundation.v2022-06-26.q116 Practice Test (Page 18)

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A.Be kept up-to-date on the progress of an activity

B.Perform an activity

C.Manage an activity

D.Be accountable for the outcome of an activity

Which statements about best practice is MOST correct?

A.Suppliers are a source of best practice and they will improve the services delivered by a service Provider

B.ITIL is a source of best practice and is validated across a wide set of environments and situations

C.Customers are a source of best practice and will advise service providers how it should be implemented

D.Internal experience is the only source of best practice because it is developed within the service provider

Which one of the following can help determine the level of impact of a problem?

A.Statement of requirements (SOR)

B.Definitive media library (DML)

C.Configuration management system (CMS)

D.Standard operating procedures (SOP)

Which ITIL process is used to restore normal service operation as quickly as possible?

A.Availability management

B.Incident management

C.Service level management

D.Problem management

What is the PRIMARY process for strategic communication with the service provider's customers?

A.Business relationship management

B.Service portfolio management

C.Service desk

D.Service catalogue management

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