Defines how the business is organised to achieve its goals

Reference no: EM132349287

Question 1

Which of the following statements is TRUE? ITIL is:

Select one:
a. a computer program
b. a standard
c. a framework
d. a set of books

Question 2

Which of the following statements is :

Select one:
a. Companies no longer re-engineer their processes
b. Focussing on process could provide common meeting ground between executives and IT managers
c. IT managers should focus on technologies rather than on business solutions In
d. IT service management is defined within the boundary of IT departments

Question 3

Which of the following is a Process Level Initiative?

Select one:
a. BPMN
b. BPMS In
c. Six Sigma
d. SOA

Question 4

Why is ITIL used by service providers?

Select one:
a. ITIL is a published good practice
b. ITIL is a validated framework
c. ITIL provides a basis on which to improve
d. All of the above

Question 5

A customer-oriented approach requires:

Select one:
a. a vertical technology focus
b. a horizontal technology focus
c. an end-to-end and user-centric approach
d. a dynamic approach

Question 6

Which of the following is a set of specialised organisational capabilities for providing value to customers in the form of services?

Select one:
a. Technology management
b. Service management
c. Service
d. Information technology

Question 7

The four areas of responsibility for the CIO are:

Select one:
a. finance, HR, IT, production
b. service desk, operations, development, applications
c. software, hardware, services, networks In
d. infrastructure, applications, content and governance of IT operations

Question 8

According to Ould (1995):

Select one:
a. core processes service external customers
b. support processes service internal customers and core processes
c. management processes are for planning, organising, and overseeing the enterprise
d. all of the above

Question 9

_________ _______ defines how the business is organised to achieve its goals.

Select one:
a. Business architecture
b. Balanced scorecard In
c. Strategic plan
d. Enterprise architecture

Question 10

Which of the following is NOT a characteristic of a process?

Select one:
a. It is measurable and therefore performance driven
b. Responds to a specific event (trigger)
c. It is timely
d. it provides specific output to a customer

Reference no: EM132349287

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