A) RACI Model B) Plan, Do, Check, Act (PDCA) Model C) Service Model D) Continual Service Improvement Model Explanation: Answer option A is correct. Responsibility Assignment Matrix (RAM), (also known as RACI matrix or Linear Responsibility Chart (LRC )), describes the participation by various roles in completing tasks or deliverables for a project or business process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes.
ITIL - Chap. 7 Study Q&A notes Q: Which of the following activities should a service owner undertake ? 1. Representing a specific service across the organization 2. Updating the known error database with details of errors that have been identified for the service 3. Attending the CAB meeting to discuss changes to the service 4. Attending service reviews with the business A) 1 and 2 only B) All the answers are correct. C) 1, 2, and 3 only D) 1, 3, and 4 only Explanation: Service Owner has responsibility for representing the service, and this includes attending the CAB meeting to discuss any amendments to the service, to ensure that the risk assessment had been carried out correctly, and to minimize the chances of the change failing and affecting the service. The service owner is also responsible for attending service reviews with the business (with the service level manager). Q: Which of these statements is not true ? A) There may be several process practitioners for each process. B) There may be several process managers for each process. C) There may be several process owners for each process. D) Every process must have a process manager. Explanation: ITIL specifies that the process owner is accountable for the process, and there can be only one person accountable. Q: Which of the following versions of the RACI is used by Project Management Institute (PMI) ? A) RSI B) RASCI C) RACIO D) DACI Q: Which role should update process documentation following a change? A) The process manager B) The knowledge manager C) The process owner D) The change manager Explanation: Creating and maintaining the process documentation are the responsibilities of the process owner . Q: What is the RACI model used for? A) Defining the process requirements for a new service B) Defining the different responsibilities of the service owner and the process owner, manager, and practitioner C) Defining the roles and responsibilities for a process D) Risk assessment for each configuration item Explanation: The RACI model defines who is responsible, accountable, consulted, or informed for each process activity. Q: Which of the following is the responsibility of a Process Owner ? A) Use tools to support the process B) Ensuring that targets specified in a SLA are met C) Carrying out activities defined in the process D) Monitoring and improving the process
ITIL - Chap. 7 Study Q&A notes Q: Who does ITIL say is responsible for identifying improvements to a process ?
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