7: Service Design Roles

Question 1

A role is a set of __, __, and __ assigned to a person or team

Answer 1

responsibilities
activities
authorities

Question 2

A role is defined in a __ or __

Answer 2

process or function

Question 3

The service owner is accountable for ___ the ___

Answer 3

delivering the service

Question 4

Each ___ should have an identifiable owner

Answer 4

process

Question 5

The service owner is considered to be a ___

Answer 5

stakeholder

Question 6

the ___ is accountable one particular service, across all process areas.

Answer 6

service

Question 7

Each process should have identifiable ___

Answer 7

owner

Question 8

The ___ ensures that the process works efficiently and effectively

Answer 8

process owner

Question 9

The responsibility for managing the day-to-day implementation of a process belongs to the ____

Answer 9

process manager

Question 10

The people involved in carrying out the process activities are the ___

Answer 10

process practitioners

Question 11

The ___ is accountable for a single process, whatever the service it affects

Answer 11

process owner

Question 12

The process practitioner role is responsible for actually delivering the ___

Answer 12

process activities

Question 13

The RACI model is used to show the __ and __ for activities and processes

Answer 13

roles

responsibilities

Question 14

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

Answer 14

manager

Question 15

The 4 levels of involved of the RACI model stand are

Answer 15

Responsible
Accountable
Consulted
Informed

Question 16

The process __ has the advantage of seeing the overall picture, comparing the delivery of the process in different locations and by different process people

Answer 16

owner

Question 17

The R in RACI stands for ___ and are the people that ___ by ___ the task

Answer 17

• get the job done

- carrying out the task

Question 18

The process ___ has the advantage of daily interaction with the process but may be too close to it to see it objectively

Answer 18

practitioner

Question 19

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.

Answer 19

Accountable

owns

Question 20

The C in RACI stands for ___.

They are non mandatory and provide ___ or their ___

Answer 20

Consulted

information
opinion

Question 21

The I in RACI stands for ___.

They are non mandatory and are the people who are __ about the __ of the activity

Answer 21

updated

process

Question 22

Every role requires the following:

A reasonable ___ of the business.
___ service skills.
The knowledge to carry out their ___.

Answer 22

awareness
customer
roles

Question 23

The 4 level of the ITIL Framework are

Answer 23

1. Foundation Level
2. Intermediate Level
3. ITIL Expert
4. ITIL Master

Question 24

The process owner must ensure the process for ___

Answer 24

purpose

Question 25

The service owner provides a ___ point of __ and accountability for a service

Answer 25

single

focus