Which process includes the responsibility of recovering the service as quickly as possible?

A. Availability Management

B. IT Service Continuity Management

C. Incident management

D. Problem Management

Which process or function has the responsibility of distributing information to users?

A. Change Management

B. Customer Relationship Management

C. Incident Management

D. Service Desk

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

A. Availability Management provides information about the availability of the services being provided.

B. Availability Management acts in consultation with users to determine the availability of IT services.

C. Availability Management supplies data about the availability requirements of users.

D. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

What may define the scope of Service Management in the Service Management plan?

A. the location of the services

B. the number of staff

C. the size of the infrastructure

D. the specific processes undertaken

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A. Incident Management

B. Problem Management

C. Service Desk Service

D. Level Management

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A. constant quality

B. incorporating technological innovations

C. innovating the way services are provided

D. methodological order based on best practices

What is the objective of the Security Management process?

A. to manage information security effectively for critical services only

B. to manage information security effectively for IT staff

C. to manage information security effectively relating to the financial administration of service activities

D. to manage information security effectively within all service activities

The contents of a service must be agreed between the service provider and the interested parties.

Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service report?

A. Cost

B. Delivery method

C. Formatting

D. Purpose

A Post implementation review (PIR) is used to determine whether a corrective change has been successfully implemented.

Which process works in conjunction with Change management during a PIR?

A. Problem management

B. Configuration management

C. Release management

D. Capacity management

What is an example of a Configuration item (CI)?

A. Location of a server

B. Name of the supplier of an Underpinning contract (UC)

C. Serial number

D. Service catalogue