Who conducts the "first party audit"?

A. An external independent organization

B. Customers of the IT Service Management organization

C. Other persons on behalf of the Customer

D. The IT Service Management organization itself

What can be improved by achieving quality objectives?

A. effectiveness of the service

B. personal satisfaction of the Configuration Manager

C. relationship with interested suppliers

D. relationship with unauthorized parties

According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A. Business Relationship Management

B. Contract Management

C. Service Level Management

D. Supplier Management

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A. to be able to charge to the correct users of the service

B. to be able to provide reports to management

C. to prevent repetitive occurrence of Incidents

D. to provide input to the Capacity Database

What is the primary purpose of analyzing Change records?

A. to be able to open a new Problem record, so proactive identification of Incidents is possible

B. to check if related Incident records are adequately closed

C. to detect increasing levels of Changes and emerging trends

D. to provide input to the Service Reporting process

Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan- Do-Check-Act (PDCA) methodology?

A. to be able to allocate roles and responsibilities

B. to be able to define the objectives and requirements that are to be achieved by Service Management

C. to be able to establish the Service Management policy, objectives and plans

D. to determine whether the Service Management requirements are effectively implemented and maintained

What is the certification audit primarily based on?

A. personnel records

B. process descriptions

C. reports by certified financial auditors

D. specifications

What is SixSigma®?

A. It is a quality instrument to measure defects in process outputs.

B. It is a six step maturity model to improve the capability of business processes.

C. It is a standard that is recently developed for improvement of IT processes.

D. It is a structured, statistically based approach to process improvement.

What purpose can the ISO/IEC 20000 standard serve?

A. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

B. It defines the requirements to be satisfied in a certification audit.

C. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

D. It provides a yardstick for the design of a Total Quality Management System.

Why is it important for Service Providers to provide documents and records?

A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.

B. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

C. to ensure effective planning, operation and control of Service Management

D. to ensure employees are aware of the relevance and importance of their work activities