An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
A. agreeing to the quality policy and objectives with the Change Manager
B. determining and providing the resources necessary to attain the quality objectives
C. determining the needs and expectations of Customers and other interested parties
D. establishing methods to measure the effectiveness and efficiency of each process
What is the primary purpose of analyzing Change records?
A. to be able to open a new Problem record, so proactive identification of Incidents is possible
B. to check if related Incident records are adequately closed
C. to detect increasing levels of Changes and emerging trends
D. to provide input to the Service Reporting process
Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
A. Appropriate records of education, training, skills and experience need to be maintained.
B. At least two employees should be suitably trained for each role.
C. Employees should have at least a relevant bachelors degree.
D. Personnel should all have a relevant Security training according to ISO/IEC 27002.
Which standard describes the fundamental aspects of Quality Management Systems?
A. ISO 9000
B. ISO/IEC 15504
C. ISO/IEC 20000
D. ISO/IEC 27001
What is the objective of the Service Continuity and Availability Management processes?
A. to ensure agreed effective communication towards Customers
B. to ensure that agreed levels of service commitments to Customers can be met in all circumstances
C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
A. Changes are scheduled based upon priority and risk.
B. Contingency and back-out plans are available.
C. Redundant products, services and licenses are decommissioned.
D. The Release is tested to the satisfaction of the Customers.
Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?
A. by outsourcing Change Management
B. by taking disciplinary action against underperforming employees
C. by taking part in the planning of new IT services
D. through leadership and actions
Which of the following is used as a set of guidance materials for IT governance?
A. CobITTM
B. ISO 9000
C. ISO/IEC 20000
D. MOF
What is the objective of IT Service Management?
A. to provide critical services to business customers
B. to provide guaranteed service levels against business requirements
C. to provide management of services to meet business requirements
D. to provide services to the maximum level to the business
To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?
A. all ISO/IEC 20000 processes
B. Availability Management
C. Configuration Management
D. Incident Management
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