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ITIL Processes and Characteristics

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Questions and Answers

What is a characteristic of a process in ITIL?

It is a position within a function
It responds to a specific event (correct)
It is a type of service improvement
It is a self-contained unit of work

What is another characteristic of a process in ITIL?

It is a type of service delivery metric
It produces a specific and measurable result (correct)
It is a type of role within a function
It is a function responsible for a specific outcome

What is a key aspect of a process in ITIL?

It is a function that performs a specific activity
It is responsible for a specific service
It is measurable with metrics like performance (correct)
It is a type of role within a process

What is a characteristic of a process in ITIL, in terms of trigger?

It responds to a specific event (B) Signup and view all the answers

What is a key benefit of a process in ITIL?

It creates value for the customer (C) Signup and view all the answers

What is a key aspect of a process in ITIL, in terms of outcome?

It produces a specific and measurable result (D) Signup and view all the answers

Who is responsible for planning and coordinating activities in the process?

Process Manager (C) Signup and view all the answers

What is the primary goal of governance in ITIL?

To maximize the creation of value to the business (A) Signup and view all the answers

What is the role of the Process Practitioner in the process?

To carry out one or more activities in the process (C) Signup and view all the answers

What is the purpose of governance in ITIL?

To ensure fairness and transparency (A) Signup and view all the answers

Who is responsible for monitoring and reporting on process performance?

Process Manager (C) Signup and view all the answers

What is the outcome of effective governance in ITIL?

Maximizing the creation of value to the business (B) Signup and view all the answers

What is a characteristic of Financial Capital?

It is money ready for investment or the ability to borrow (A) Signup and view all the answers

What is an example of Infrastructure?

Server rooms (C) Signup and view all the answers

What is a characteristic of Applications?

It can be off-the-shelf or custom software (B) Signup and view all the answers

What is an example of Information?

Email lists (D) Signup and view all the answers

What is a characteristic of People?

It is a labor that can be procured quickly to accomplish tasks (C) Signup and view all the answers

What is a characteristic of Management?

It is a fusion of other capabilities (C) Signup and view all the answers