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Question No. 1 What is an ISO/EC 20000 requirement relating to the service management plan?

A. It must be available in at least one hard copy and approved B. It must include the documented procedures specified by the standard C. It must include the scope of the organization's service management plan D. It must never include any know-how of the organization Answer: D Question No. 2 Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A. Availability Management B. Financial Management for IT Services C. IT Service Continuity Management D. Service Level Management Answer: D Question No. 3 What is a function of processes?

A. They express the level of compliance with the requested quality characteristics.

B. They represent a complete set of monitoring options.

C. They describe vertical and horizontal escalation options.

D. They complement descriptions of structural and organizational roles and responsibilities Answer: B Question No. 4 Quality Management Systems can assist organizations in enhancing what?

A. Customer satisfaction B. ISO/EC 20000 C. Relationship with third parties D. Supplier satisfaction Answer: A Question No. 5 Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A. because this is part of the IT Service Management model B. because this means the incident can be resolved more quickly C. because this allows incidents to be better tracked D. because otherwise Problem Management cannot work

Answer: B

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