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ITIL Foundation Certification - IT Service Management Questions and Answers

Question 5

Which of the following service desk organizational structures are described in service operation?

1. Local service desk

2. Virtual service desk

3. IT help desk

4. Follow the sun

1, 2 and 4 only

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only

Question 6

What is a RACI model used for?

Performance analysis

Recording configuration items

Monitoring services

Defining roles and responsibilities

Question 7

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

The IT director

The process owner

The service owner

The customer

Question 8

A process owner has been identified with an "I" in a RACI matrix.

Which one of the following would be expected of them?

Be accountable for the outcome of an activity

Perform an activity

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

Manage an activity