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| Section | Objectives |
|---|---|
| Topic 1: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 2: Service Management System | - Service Management System Components
|
| Topic 3: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 4: Service Design and Transition | - Planning and Implementing Services
|
| Topic 5: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 6: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
1. Which of the following is a best practice concerning Information Security Risk assessment?
A) Information Security Risk assessments should be performed once a year.
B) Information Security Risk assessments should be performed as a result of the review of every Incident.
C) Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.
D) Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.
2. Why is a scope statement for ISO/IEC 20000 important?
A) It identifies which processes have been excluded from the scope
B) It details all of the services that have been certified
C) It details all of the companies that have been certified
D) It defines what the management system has been certified against
3. What does an IT service definition include?
A) the use of IT to improve employee satisfaction within the organization
B) the use of IT to support the business processes of suppliers and partners
C) the use of IT to support the organizations internal business processes
D) the use of IT to support the customers business processes
4. Which of the following is used for the assessment of maturity of organizations?
A) CMMI
B) CobIT TM
C) MOF
D) ITIL
5. Who has a responsibility in continual improvement?
A) Quality experts only
B) all employees
C) Management only
D) the customer
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
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