What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
A. through the Business Relationship Management process
B. through the Change Management process
C. through the Customer representative
D. through the Supplier Management process
Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?
A. the available skills
B. the competing requirements for resources
C. the effort/cost to provide the method of resolution
D. the number of previously reported Incidents for the particular Configuration Item (CI)
What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?
A. to ensure that a process exists for the procurement of suppliers
B. to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
C. to ensure that subcontracted suppliers meet contractual requirements in all circumstances
D. to ensure that supplier processes and procedures are defined where outsourced
What details should be recorded as a baseline prior to implementing a plan for service improvement?
A. backlog of changes for the service
B. number of staff involved
C. service quality and levels
D. time taken to operate the process
What is SixSigma®?
A. It is a quality instrument to measure defects in process outputs.
B. It is a six step maturity model to improve the capability of business processes.
C. It is a standard that is recently developed for improvement of IT processes.
D. It is a structured, statistically based approach to process improvement.
How should the Deming cycle be used?
A. as a model for continual improvement
B. as a model for customer orientation
C. as a model to be used during the design phase of the service
D. as a model to calculate the costs of service improvement
What is the definition of Availability?
A. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
B. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
C. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
D. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
A. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B. An approach needs to be defined for interfacing to projects that are creating or modifying services.
C. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
What is the recommendation with regard to the implementation of an emergency Change?
A. Only the senior manager should authorize emergency Changes.
B. The Change process should be completely bypassed.
C. There is a separate process for emergency Changes.
D. Where possible the Change process should be followed.
For which type of organizations is ISO/IEC 20000 appropriate for use?
A. for organizations to confirm that all of the ITIL® guidelines have been implemented
B. for organizations which need to demonstrate alignment to customer requirements
C. for organizations wishing to certify their services
D. for tool vendors to specify the Service Provider's processes
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