Exin ISOIEC 20000 Foundation Set 2

1.

What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

establishing a good relationship with the Customer service acceptance criteria setting up a process to deal with contractual disputes the process for identifying, measuring, reporting and managing improvement activities

2.

What services can be left out of the Service Catalogue?

incidental services that are seldom delivered network-related services services that are delivered to less then 10% of the Customers no services

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?

Business Relationship Management Contract Management Service Level Management Supplier Management

4.

If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

After the breach Before the breach During service reporting Never

5.

While planning for service improvements, what is an important best practice to consider?

Service improvement targets should be measurable, linked to business objectives and documented in a plan. The progress of service improvement should be discussed at least weekly in the steering committee. The progress should be monitored closely by an independent project manager to maintain objectivity. The service improvement targets should not change until the target is reached, or else no consistency ismaintained.

Exin ISOIEC 20000 Foundation Set 2

Congratulations

COMPANY

Products

OTHERS

Partner

Exin ISOIEC 20000 Foundation Set 2

Congratulations

Detail Form

COMPANY

Products

OTHERS

Partner