IT Service Management Foundation based on ISO/IEC 20000: ITSM20F.EN

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

A. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

C. The appointment of a specialist department responsible for the development of the process structures

D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A. Documentation should be kept at least five years for auditing purposes.

B. Documentation should be protected from damage due to IT related disasters.

C. Documentation should be stored at a central place and be only accessible via procedures

D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

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