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Detail Form
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1.
What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
2.
What services can be left out of the Service Catalogue?
3.
According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
4.
If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
5.
While planning for service improvements, what is an important best practice to consider?
6.
What should planning for a new or changed service consider?
7.
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
8.
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?
9.
Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?
10.
Where are agreements regarding Service Delivery and its relationship to Security Management recorded?