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| Section | Objectives |
|---|---|
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Management Processes | - Release and deployment management - Service delivery processes - Control processes (incident, problem, change management) |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
1. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
A) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
B) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
C) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D) An approach needs to be defined for interfacing to projects that are creating or modifying services.
2. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
A) through the Change Management process
B) through the Supplier Management process
C) through the Business Relationship Management process
D) through the Customer representative
3. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?
A) monitoring and measuring processes and services and reporting the results
B) taking the necessary actions to continually improve process performance
C) implementation of the processes
D) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
4. What are the key contents of an IT Service Management system?
A) Systematic processes for ticket recording and follow-up only
B) A software system to monitor the key performance indicators (KPIs)
C) A software system for the ticket system
D) A documented organizational and operational structure
5. Which service changes should be documented in change records?
A) Formal closure of services
B) All service changes
C) User training
D) Staff recruitment
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B |
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