Exin IT Service Management Foundation based on ISOIEC 20000 Set 2

1.

When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A competitor's process management system Any standards defined by the company itself The budget available to Human Resources The time to update the process documentation

2.

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts. What are these contracts called?

Service Level Agreements (SLAs) Operational Level Contracts Service Contracts Underpinning Contracts

3.

What is an ISO/EC 20000 requirement relating to the service management plan?

It must be available in at least one hard copy and approved It must include the documented procedures specified by the standard It must include the scope of the organization's service management plan It must never include any know-how of the organization

4.

What is required for an implementation of IT Service Management to be successful?

A top-down approach whereby the management of the organization strongly and visibly enforces the implementation Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities The appointment of a specialist department responsible for the development of the process structures The involvement and commitment of personnel at all levels in the organization from operational staff to top management

5.

What is a function of processes?

They express the level of compliance with the requested quality characteristics. They represent a complete set of monitoring options. They describe vertical and horizontal escalation options. They complement descriptions of structural and organizational roles and responsibilities

Exin IT Service Management Foundation based on ISOIEC 20000 Set 2

Congratulations

COMPANY

Products

OTHERS

Partner

Exin IT Service Management Foundation based on ISOIEC 20000 Set 2

Congratulations

Detail Form

COMPANY

Products

OTHERS

Partner