Exin IT Service Mgmt Foundation Bridge based on ISOIEC 20000 Set 2

1.

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

Capacity management Incident management Information security management Release management

2.

What is the contribution of Availability Management to the Service Level Management process?

Availability Management provides information about the availability of the services being provided. Availability Management acts in consultation with users to determine the availability of IT services. Availability Management supplies data about the availability requirements of users. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

3.

What are the key contents of an IT Service Management system?

A documented organizational and operational structure A software system for the ticket A software system to monitor the key performance indicators (KPIs) Systematic processes for ticket recording and follow-up only

4.

What is mandatory to define in the incident management procedures?

The escalation of incidents The implementation of emergency changes The recording of deficiencies in the configuration management database (CMDB) The recording of problems

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
aplan. 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 consistencyismaintained

6.

What can be improved by achieving quality objectives?

Effectiveness of the service Personal satisfaction of the Configuration Manager Relationship with interested suppliers Relationship with unauthorized patties

7.

Which statement below is not a purpose of Supplier Management procedures?

That business transactions between all parties are recorded That information on the performance of all suppliers can be observed and acted upon That it is made clear that the supplier cannot subcontract part of the delivered services to theServiceProvider That the suppliers understand their obligation to the Service Provider

8.

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

After the breach Before the breach During service reporting Never

9.

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

10.

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

Exin IT Service Mgmt Foundation Bridge based on ISOIEC 20000 Set 2

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Exin IT Service Mgmt Foundation Bridge based on ISOIEC 20000 Set 2

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