What does the concept of "quality" comprise?
A. satisfying customer requirements
B. gaining ISO/IEC 20000 certification
C. execution of Service Level Agreements (SLAs) only
D. maximizing utilization of personnel capacity
What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
A. establishing a good relationship with the Customer
B. service acceptance criteria
C. setting up a process to deal with contractual disputes
D. the process for identifying, measuring, reporting and managing improvement activities
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. annually
B. monthly
C. only when there is a business need to change the service
D. quarterly
The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?
A. No, because as manager he is not competent enough.
B. No, because this person is responsible for all processes and therefore he would audit his own work.
C. Yes, because this person is not responsible for the delivery processes.
D. Yes, because as manager he should have knowledge of performing internal audits.
What can be improved by achieving quality objectives?
A. effectiveness of the service
B. personal satisfaction of the Configuration Manager
C. relationship with interested suppliers
D. relationship with unauthorized parties
What is the purpose of a Problem review?
A. To prevent computer systems from having too limited disk space so that capacity problems will not occur
B. To provide expert help on risk assessment for optimization of security procedures
C. To restore the service to normal operating conditions as soon as possible
D. To seek improvements to the process and to prevent recurrence of Incidents or mistakes
What is part of the policy for Budgeting and Accounting for IT Services?
A. Rules governing the handling of variances against budgets
B. The charging mechanism
C. The costs of the Underpinning Contracts (UCs) over a fixed period
D. The percentage of 'hidden' end-user costs
Which of the following calculates the number of defects per million opportunities?
A. CobIT TM
B. ITIL
C. MOF
D. Six Sigma
Who or what should always be informed in case a Release is rejected, delayed or cancelled?
A. Business Relationship Management
B. Change Management
C. Incident Management
D. the Senior Management representative
What is required for an implementation of IT Service Management to be successful?
A. A top-down approach whereby the management of the organization strongly and visiblyenforces the implementation
B. Buy-in specifically from the levels in the organization which will be operationally involved in ITService Management activities
C. The appointment of a specialist department responsible for the development of the processstructures
D. The involvement and commitment of personnel at all levels in the organization fromoperational staff to top management
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