ITIL ITILF Book

ITIL Foundation Questions and Answers

Question 9

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

Process practitioner

Process manager

Service manager

Change manager

Question 10

Who is responsible for defining metrics for change management?

The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

Question 11

How are groups, teams, departments and divisions classified?

Processes

Functions

Roles

Technicians

Question 12

What BEST defines IT service management?

An organization supplying services to only external customers.

The customer of an IT Service provider who defines and agrees the service targets.

The implementation and management of quality IT services that meet business needs.

The resources that are utilized to provide value to customers through services.