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What is the objective of the Service Continuity and Availability Management processes?
Answer : C
A . Incorrect. Effective communication is not the objective of the process Service Continuity and Availability Management. It is more relevant to Service Reporting.
B . Incorrect. Managing levels of service is the objective of the Service Level Management process.
C . Correct. This is the objective of the Service Continuity and Availability Management processes.
D . Incorrect. Service Continuity and Availability Management is a process between a supplier and a Customer. Not between a supplier and a provider.
To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?
Answer : D
A . Incorrect. According to the standard Problem Management shall make this information available to the Incident Management process, not to all ISO/IEC processes.
B . Incorrect. According to the standard Problem Management shall make this information available to the Incident Management process.
C . Incorrect. According to the standard Problem Management shall make this information available to the Incident Management process.
D . Correct. Problem Management shall make this information available to the Incident Management process, to allow for Incident matching.
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
Answer : B
A . Incorrect. This is an event within a process, the process is designed to handle these events, and so it does not affect the Service Management plan.
B . Correct. Improving the service implies changes to the processes and service and consequently affects the Service Management plan.
C . Incorrect. System Lifecycle Management manages the lifecycle of IT systems; this does not affect the Service Management plan.
D . Incorrect. This is an event within a process. The process is designed to handle these events, and so this does not affect the Service Management plan.
How should the Deming cycle be used?
Answer : A
A . Correct. This is the focus of the cycle.
B . Incorrect. The focus of the cycle is on continual improvement and not specifically customer orientation.
C . Incorrect. The model can be used during the design phase, but the focus is on continual improvement during all phases.
D . Incorrect. Cost models as part of budgeting and accounting would do this.
What purpose can the ISO/IEC 20000 standard serve?
Answer : B
A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).
B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.
D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
