Exin ISOIEC 20000 Foundation Set 3

1.

In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

The plan defines the tools as appropriate to support the processes. The plan details the effects of new technologies and techniques on capacity. The plan does not state any tools requirements. The plan lists how every individual process is supported by a tool.

2.

Where would an IT service for the customer normally be defined?

in the IT Framework in the Operational Level Agreement (OLA) in the Service Catalog or the Service Level Agreement (SLA) in the Service Report

3.

What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

an updated Operational Level Agreement cost, organizational, technical and commercial impact the policies, plans and procedures of each process or set of processes the Service Management plan

4.

Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

a decision taking group the Change Advisory Board (CAB) the senior customer representative the service managers

Exin ISOIEC 20000 Foundation Set 3

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

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Exin ISOIEC 20000 Foundation Set 3

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Congratulations

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