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Congratulations - you have completed ITIL™ 2011 Foundation FREE Multiple Choice Quiz.
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Question 1
Which of the following actions are performed by the Application Management Process?
Deciding on who will provide supporting system hardware
Defing the engagement process with an appliction supplier
Agreeing services levels for the service supported by the application
Ensurin the required functionality is available to achieve the required Business Objective
Question 2
What delivers value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks ?
Roles
Service Management
Processes
Services
Question 3
The "Multi-Level" SLA is a three-layer model. Which of the following layers is NOT part of this type of SLA?
Customer Level
Supplier Level
Corporate Level
Service Level
Question 4
For what is the RACI model mainly used ?
Defining Roles and Responsibilities
Defining Services
Defining Processes
Defining Functions
Question 5
Which of the following is an objective of Service Transition?
To plan and manage new entries in the service catalogue
To provide knowledge to Incident and Problem Management
To negotiate service levels for new services
To plan and manage resource requirements for delpoyments
Question 6
What are the FOUR P's of Service Design?
Process, Plans, People and Principles
Products, Plans, Principles and People
Partners, Products, People and Process
Products, Partners, Plans and People
Question 7
Which of the following steps are not part of the Deming Cycle?
Plan
Do
Communicate
Act
Question 8
Which of the following are sources of good practice ?
1.Public frameworks
2.Standards
3.Proprietary knowledge
1 & 2
1, 2 & 3
1 & 3
2 & 3
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