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What is a RACI model used for?

A.

Performance analysis

B.

Recording configuration items

C.

Monitoring services

D.

Defining roles and responsibilities

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

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 accountable for the outcome of an activity

B.

Perform an activity

C.

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

D.

Manage an activity

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A.

RACI model

B.

Incident model

C.

Continual service improvement (CSI) approach

D.

The Deming Cycle

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 accountable for the outcome of an activity

B.

Perform an activity

C.

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

D.

Manage an activity

Which role is responsible for carrying out the activities of a process?

A.

Process owner

B.

Change manager

C.

Service manager

D.

Process practitioner

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

A.

As many as necessary to complete the activity

B.

Only one - the process owner

C.

Two - the process owner and the process enactor

D.

Only one - the process architect

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

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

A process owner is responsible for which of the following?

1. Defining the process strategy

2. Assisting with process design

3. Improving the process

4. Performing all activities involved in a process

A.

2, 3 and 4 only

B.

All of the above

C.

1, 2 and 3 only

D.

1, 2 and 4 only

Which role is accountable for the operational management of a process?

A.

Process practitioner

B.

Process manager

C.

Service manager

D.

Change manager