What is a function of processes?
A. They express the level of compliance with the requested quality characteristics.
B. They represent a complete set of monitoring options.
C. They describe vertical and horizontal escalation options.
D. They complement descriptions of structural and organizational roles and responsibilities
Which statement with regard to Information Security Management is true?
A. Information Security Management to specifically focus on managing Information Security effective within all information systems.
B. Management with appropriate authority shall approve an Information Security policy.
C. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
D. Security Incidents shall only be reported and recorded if they affect more than one user
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
Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?
A. Availability Management
B. Financial Management for IT Services
C. IT Service Continuity Management
D. Service Level Management
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?
A. Change Management
B. Configuration Management
C. Release Management
D. Service Desk
What is the aim of an internal audit?
A. To ensure and improve one's own quality capability
B. To instruct all employees that quality-related requirements must be observed
C. To monitor employee performance
D. To verify whether the defined key performance indicators (KPIs) are actually determined
When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?
A. A competitor's process management system
B. Any standards defined by the company itself
C. The budget available to Human Resources
D. The time to update the process documentation
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 patties
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A chronological training record for each individual
B. A record of all future training courses for each employee
C. An overview of all personal details per employee
D. An overview of all possible training modules that match with competences
Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D. That the suppliers understand their obligation to the Service Provider
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