1.
In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
2.
Where would an IT service for the customer normally be defined?
3.
What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
4.
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?