Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
Answer : C
During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?
Answer : C
While planning for service improvements, what is an important best practice to consider?
Answer : A
What should planning for a new or changed service consider?
Answer : C
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
Answer : C
All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?
Answer : A
Customer satisfaction measurement is an important activity in the Business Relationship
Management process. What is the objective of Customer satisfaction measurement?
Answer : A
How should the requirements for Service Continuity and Availability be identified?
Answer : C
Where are agreements regarding Service Delivery and its relationship to Security
Management recorded?
Answer : D
When should the final closure of an Incident record be completed?
Answer : D
Who has a responsibility in continual improvement?
Answer : B
What is a benefit to an organization when the services are delivered according to ISO/IEC
20000?
Answer : B
What purpose does implementation of a Quality Management System as per ISO/IEC
20000 serve?
Answer : D
Which of the following is true of process descriptions?
Answer : D
Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?
Answer : C