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ITIL-F – ITIL Foundation

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Showing 7–9 of 15 questions

Question 7 (Generic concepts and definitions)

Why is it important for service providers to understand patterns of business activity (PBA)?

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    PBA are based on organizational roles and responsibilities
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    IT service providers CANNOT schedule changes until they understand PBA
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    Demand for the services delivered by service providers are directly influenced by PBA
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    Understanding PBA is the only way to enable accurate service level reporting
Question 8 (Roles)

How many people should be accountable for a process as defined in the RACI model?

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    As many as necessary to complete the activity
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    Only one - the process owner
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    Two - the process owner and the process enactor
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    Only one - the process architect
Question 9 (Service Management as a practice)

Which of the following is an enabler of best practice?

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    Standards
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    Technology
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    Academic research
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    Internal experience