What is required to be included in Release Management procedures according to ISO/IEC 20000?
A. the authorization and implementation of emergency Changes
B. the investigation and prevention of Security Incidents
C. the recording of all reported Incidents
D. the updating and changing of configuration information and Change records
What should planning for new or changed services include?
A. budgets and staff resources
B. major non-conformities to all Underpinning Contracts (UCs)
C. recent Problems and Known Errors in the desktop environment
D. trends in Capacity growth of the current applications
What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A. an updated Operational Level Agreement
B. cost, organizational, technical and commercial impact
C. the policies, plans and procedures of each process or set of processes
D. the Service Management plan
What purpose can the ISO/IEC 20000 standard serve?
A. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B. It defines the requirements to be satisfied in a certification audit.
C. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
D. It provides a yardstick for the design of a Total Quality Management System.
Why is it important for Service Providers to provide documents and records?
A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
B. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C. to ensure effective planning, operation and control of Service Management
D. to ensure employees are aware of the relevance and importance of their work activities
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
A. a decision taking group
B. the Change Advisory Board (CAB)
C. the senior customer representative
D. the service managers
What are the key contents of an IT Service Management System?
A. a software system for the ticket system
B. a software system to monitor the key performance indicators (KPIs)
C. definition of corporate measures to achieve the required level of quality
D. systematic processes for ticket recording and follow-up only
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
A. Major Incident
B. Service improvement activities
C. System Lifecycle Management
D. Urgent Change
Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan- Do-Check-Act (PDCA) methodology?
A. to be able to allocate roles and responsibilities
B. to be able to define the objectives and requirements that are to be achieved by Service Management
C. to be able to establish the Service Management policy, objectives and plans
D. to determine whether the Service Management requirements are effectively implemented and maintained
What is the certification audit primarily based on?
A. personnel records
B. process descriptions
C. reports by certified financial auditors
D. specifications
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