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Exin ISOIEC 20000 Foundation Set 1

Question - 15 Maximum mark : - 30

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Exin ISOIEC 20000 Foundation Online Mock Tests
Exin ISOIEC 20000 Foundation Set 1

Which of the following is Problem Management primarily concerned with?

Looking at Security Plans Looking at the cause of Incidents Looking at the Change Plan Looking at the Release Strategy

What is the objective of a Management System?

To define, agree, record and manage levels of services To ensure that Key Performance Indicators (KPIs) are defined for all IT services To ensure that new services and changes to services will be deliverable and manageable at the agreed costand services quality To provide the policies and the framework that is needed for the effective management and implementationof all IT services

Which of the following must be included within the Service Management plan?

Configuration Item (CI) type Information security controls Return to normal working Tools as appropriate to support the processes

Which service changes should be documented in change records?

All service changes Formal closure of services Staff recruitment User training

The Service Provider should check that the Service Management objectives and the plan are beingachieved. Which of the following items is not measured as part of this monitoring, measuring or review?

Customer satisfaction Major non-conformities Problems Resource utilization

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