Professional Documents
Culture Documents
A. The customer
B. The IT organization
C. The service provider
D. The service desk function
A. 1 and 2 only
B. 2 and 4 only
C. All of the above
D. 1, 2, and 4
A. True
B. False
A. Process owner
B. Service catalog
C. Service owner
D. Process manager
7. Which of the following are valid customer types according to ITIL? (Select all that
applies)
A. Internal customer
B. External customer
C. VIP Customer
D. Remote customer
9. A process Owner has been identified with an “I” in RACI Matrix. Which of the following would
be expected of them?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
11.C
12 . A
13. A
14. A
15. C
16. B
17. D
18. D
19.C
20. D
21. C
22. D
23. B
24. D
25. D