최신 ISO20KF 무료덤프 - EXIN ISO / IEC 20000 Foundation

A. for organizations to confirm that all of the ITIL@ guidelines have been implemented

B. for organizations wishing to certify their services

C. for tool vendors to specify the Service Provider's processes

D. for organizations which need to demonstrate alignment to customer requirements

A. number of staff involved

B. backlog of changes for the service

C. service quality and levels

D. time taken to operate the process

A. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

B. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

C. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

D. An approach needs to be defined for interfacing to projects that are creating or modifying services.

A. To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

B. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

C. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

D. To provide a high level process model that organizes a broad range of IT activities

A. To define processesthat contribute to customer acceptance of services

B. To define as many metrics as possible for each process to ensure strong control

C. To achieve the lowest cost of service provision

D. To achieve the maximum level of service possible

A. A senior responsible owner should ensure resourcing for service improvement activities.

B. A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

C. A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.

D. A senior responsible owner should haveresponsiblity for Customer Relationship Management.

A. through leadership and actions

B. by taking disciplinary action against underperforming employees

C. by outsourcing Change Management

D. by taking part in the planning of new IT services

A. The plan details the effects of new technologies and techniques on capacity.

B. The plan does not state any tools requirements.

C. The plan defines the tools as appropriate to support the processes.

D. The plan lists how every individual process is supported by a tool.

A. a software system to monitor the key performance indicators (KPIs)

B. a software system for the ticket system

C. systematic processes for ticket recording and follow-up only

D. definition of corporate measures to achieve the required level of quality

A. Customer satisfaction

B. Resource utilization

C. Problems

D. Major non-conformities