What must be included in a well defined Process structure?
A. expected results
B. functions
C. statistical support
D. timelines
Having a policy that defines and manages customer complaints is a key element of Business Relationship Management.
According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is not resolved?
A. Follow the defined escalation path
B. Ignore it as it will eventually go away
C. Initiate early contract termination procedures
D. Suspend or fire the staff member who is named in the complaint
A company includes the principle of continual improvement of the Service management system (SMS) in their Service management plan.
What evidence would be gathered to demonstrate continual improvement?
A. Analyze and evaluate the existing situation to identify areas for improvement
B. Analyze customer satisfaction and identify resulting actions
C. Review the Service management system at least annually
D. Perform a service provider evaluation
What other process is tightly related (e.g., share activities) to Business relationship management?
A. Availability management
B. Release and deployment management
C. Service level management
D. Service reporting
A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.
What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?
A. Cancel the request and inform the customer
B. Escalate according to procedures
C. Find a new vendor who has the request phone
D. Nothing, the service provider cannot control stock levels of the supplier
Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?
A. Budgeting and accounting for services
B. Capacity management
C. Change management
D. Configuration management
Through which process does the implementation of a new or changed service, including closure of a service, need to be planned and approved?
A. Business relationship management
B. Change management
C. Release management
D. Service level management
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?
A. Capacity Database
B. Configuration Management Database (CMDB)
C. Definitive Software Library (DSL)
D. Software Distribution Library
Which processes should the Plan, Do, Check, Act methodology be applied to?
A. all of the processes within the scope
B. the Planning and Implementing Service Management process
C. the Requirements for a Management System process
D. those that support business critical services
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
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