When implementing a new version of an application both Change management and Release management are involved.
What is the responsibility of the Change management process here?
A. Change management has the implementation and installation task in this phase.
B. Change management plays a coordinating role in this phase.
C. Change management must check whether the new application functions properly.
D. Change Management draws up the Request for change (RFC) in this phase.
What is an example of a Configuration item (CI)?
A. Location of a server
B. Name of the supplier of an Underpinning contract (UC)
C. Serial number
D. Service catalogue
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
A. To adopt an integrated process approach to manage services
B. To adopt IT governance
C. To adopt an international standard on Information security management
D. To adopt the best practices of IT service management
What is the objective of the maintain and improve the SMS stage (Act)?
A. to improve the efficiency and effectiveness of the business
B. to improve the efficiency and effectiveness of the processes
C. to improve the efficiency and effectiveness of service provision
D. to improve the efficiency and effectiveness of service support
Which Changes should be documented through formal change records?
A. infrastructure changes
B. change in business strategy
C. staff recruitment
D. user training
How should the requirements for Service continuity and availability be identified?
A. These should be identified based upon historical data for major incidents and their business impact on the organization.
B. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
D. These should be made up from service requirements and SLAs if available.
According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes with suppliers.
Which process is responsible for the definition of this process?
A. Business relationship management
B. Contract management
C. Service level management
D. Supplier management
Which process is responsible for providing information about the IT infrastructure to all other processes?
A. Capacity management
B. Change management
C. Configuration management
D. Problem management
Which interested party will define Service level requirements?
A. Customer
B. End user
C. Service provider
D. Supplier
What is the best definition of a Service management system?
A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
B. mandatory Service management practices followed by everyone in the service provider organizations
C. processes, procedures, responsibilities and resources for implementing Service management
D. set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer
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