IT Service Management Foundation based on ISO/IEC 20000: EX0-115

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A. Business Relationship Management

B. Change Management

C. Release Management

D. Service Level Management

What does Service Management aim to achieve?

A. to exceed expectations at all times based on solid processes followed rigidly at all times

B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

What is the added value of a service being delivered according to IT service management best practice?

A. You can specifically define the service by means of a Service level agreement (SLA).

B. Services facilitate outcomes for customers.

C. You do not have to invest in processes to control the service.

D. Services have a lower total cost of ownership.