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| Section | Objectives |
|---|---|
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Management Processes | - Control processes (incident, problem, change management) - Service delivery processes - Release and deployment management |
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
1. Which of the following tasks is assigned to each process manager?
A) Following up on Incidents
B) Setting up Service Level Agreements with the users
C) Channeling data to Problem Management
D) Ensuring the process is running effectively and efficiently
2. 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) only when there is a businessneed to change the service
B) quarterly
C) monthly
D) annually
3. Who conducts the "first party audit"?
A) Other persons on behalf of the Customer
B) An external independent organization
C) Customers of the IT Service Management organization
D) The IT Service Management organization itself
4. What level of Capacity is targeted by Capacity Management?
A) sufficient Capacity to meet current demands only
B) sufficient Capacity to meet agreed current and future demands
C) sufficient Capacity to meet all development and operational requirements
D) sufficient Capacity to meet all current and future demands
5. What should Quality Management Systems encourage organizations to do?
A) To define as many metrics as possible for each process to ensure strong control
B) To define processesthat contribute to customer acceptance of services
C) To achieve the maximum level of service possible
D) To achieve the lowest cost of service provision
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |
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