While planning for service improvements, what is an important best practice to consider?
A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B. The progress of service improvement should be discussed at least weekly in the steering committee.
C. The progress should be monitored closely by an independent project manager to maintain objectivity.
D. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
What should planning for a new or changed service consider?
A. a complete review of all recent security breaches
B. Known Errors to file systems
C. the existing service levels
D. verification that the appropriate level of testing is completed
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
A. Incidents
B. Known Errors
C. Licenses
D. Requests for Change (RFCs)
What does an IT service definition include?
A. the use of IT to support the customers business processes
B. the use of IT to support the organizations internal business processes
C. the use of IT to support the business processes of suppliers and partners
D. the use of IT to improve employee satisfaction within the organization
Which one of the following standards is concerned primarily with security?
A. ISO 9001
B. ISO/IEC 15504
C. ISO/IEC 20000
D. ISO/IEC 27001
Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?
A. CobIT TM
B. ITIL
C. MOF
D. Six Sigma
When scoping for ISO/IEC 20000, what is it that will be audited for certification?
A. the ITIL processes in scope
B. the Management System in scope
C. the sections of the standard in scope
D. the services in scope
Which of the following is within the scope of the requirements of ISO/IEC 20000?
A. Charging for IT Services
B. Information Security Management
C. Operations
D. Service Desk
Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?
A. how they can provide policies and a framework for a Management System
B. how they contribute to the achievement of the Service Management objectives
C. how they contribute to the Total Cost of Ownership (TCO)
D. how they contribute to the total salary reduction
Which processes should the Plan, Do, Check, Act methodology be applied to?
A. all of the processes in scope of ISO/IEC 20000
B. the Planning and Implementing Service Management process
C. the Requirements for a Management System process
D. those that support business critical services
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