What defines Service Quality'?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
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 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 visibly enforces the implementation
B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
C. The appointment of a specialist department responsible for the development of the process structures
D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?
A. Change Management
B. Release Management
C. Security Management
D. Service Desk
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 key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?
A. defining a point of contact who manages the relationship
B. defining criteria for subcontractors
C. ensuring the contract reflects current requirements
D. monitoring supplier performance against agreed targets
Which process reports about software failures resulting from software changes?
A. Availability management
B. Incident and service request management
C. Problem management
D. Service reporting
Why is a Service management system required?
A. To deliver a fit for purpose service that is aligned to the agreed customer requirements
B. To guarantee that Service levels will be met in all circumstances
C. To manage the financial costs of service delivery according to agreed budgets
D. To satisfy the needs of legislative requirements across the world
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
A. To adopt an integrated process approach to manage services
B. To adopt IT governance
C. To adopt an international standard on Information security management
D. To adopt the best practices of IT service management
