7: Service Design Roles Flashcards
A role is a set of __, __, and __ assigned to a person or team
responsibilities
activities
authorities
A role is defined in a __ or __
process or function
The service owner is accountable for ___ the ___
delivering the service
Each ___ should have an identifiable owner
process
The service owner is considered to be a ___
stakeholder
the ___ is accountable one particular service, across all process areas.
service
Each process should have identifiable ___
owner
The ___ ensures that the process works efficiently and effectively
process owner
The responsibility for managing the day-to-day implementation of a process belongs to the ____
process manager
The people involved in carrying out the process activities are the ___
process practitioners
The ___ is accountable for a single process, whatever the service it affects
process owner
The process practitioner role is responsible for actually delivering the ___
process activities
The RACI model is used to show the __ and __ for activities and processes
roles
responsibilities
The process ___ is judged on the outcome of the process so has a particular focus on the resources required to deliver these effectively and efficiently
manager
The 4 levels of involved of the RACI model stand are
Responsible
Accountable
Consulted
Informed
The process __ has the advantage of seeing the overall picture, comparing the delivery of the process in different locations and by different process people
owner
The R in RACI stands for ___ and are the people that ___ by ___ the task
- get the job done
- carrying out the task
The process ___ has the advantage of daily interaction with the process but may be too close to it to see it objectively
practitioner
The A in RACI stands for ___.
This single individual __ the task and ensures that the quality of the work carried out meets the required standard.
Accountable
owns
The C in RACI stands for ___.
They are non mandatory and provide ___ or their ___
Consulted
information
opinion
The I in RACI stands for ___.
They are non mandatory and are the people who are __ about the __ of the activity
updated
process
Every role requires the following:
A reasonable ___ of the business.
___ service skills.
The knowledge to carry out their ___.
awareness
customer
roles
The 4 level of the ITIL Framework are
- Foundation Level
- Intermediate Level
- ITIL Expert
- ITIL Master
The process owner must ensure the process for ___
purpose
The service owner provides a ___ point of __ and accountability for a service
single
focus
