Which of the following is Problem Management primarily concerned with?
A. Looking at Security Plans
B. Looking at the cause of Incidents
C. Looking at the Change Plan
D. Looking at the Release Strategy
Which of the following is used for the assessment of maturity of organizations?
A. CMMI
B. CobITTM
C. ITIL
D. MOF
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
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 has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?
A. by outsourcing Change Management
B. by taking disciplinary action against underperforming employees
C. by taking part in the planning of new IT services
D. through leadership and actions
Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan- Do-Check-Act (PDCA) methodology?
A. to be able to allocate roles and responsibilities
B. to be able to define the objectives and requirements that are to be achieved by Service Management
C. to be able to establish the Service Management policy, objectives and plans
D. to determine whether the Service Management requirements are effectively implemented and maintained
What is the certification audit primarily based on?
A. personnel records
B. process descriptions
C. reports by certified financial auditors
D. specifications
What is SixSigma®?
A. It is a quality instrument to measure defects in process outputs.
B. It is a six step maturity model to improve the capability of business processes.
C. It is a standard that is recently developed for improvement of IT processes.
D. It is a structured, statistically based approach to process improvement.
Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?
A. in a Change request
B. in the Business Relationship Management process
C. in the Service Level Agreement (SLA)
D. in the Service Management plan
What does a quality policy aim to define?
A. the formally expressed quality intentions and direction of an organization
B. the legal obligations that the organization must fulfill
C. the requirements of ISO/IEC 20000
D. the requirements of the customer as stated in the Service Level Agreement (SLA)
