최신 ISO20KF 무료덤프 - EXIN ISO / IEC 20000 Foundation

A. the available skills

B. the effort/cost to provide the method of resolution

C. the competing requirements for resources

D. the number of previously reported Incidents for the particular Configuration Item (CI)

A. That information on the performance of all suppliers can be observed and acted upon

B. That business transactions between all parties are recorded

C. That the suppliers understand their obligation to the Service Provider

D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

A. The progress should be monitored closely by an independent project manager to maintain objectivity.

B. The service improvement targets should not change until the target is reached, or else no consistency is maintained.

C. The progress of service improvement should be discussed at least weekly in the steering committee.

D. Service improvement targets should be measurable, linked to business objectives and documented in a plan.

A. Information security controls

B. Tools as appropriate to support the processes

C. Return to normal working

D. Configuration Item (CI) type

A. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body

B. The notification of approved testing and certification bodies with the relevant authority for publication

C. The determination of measurement results using defined procedures on the basis of documented requirements

D. The official recognition by a third party of organizations involved in testing, inspection and certification

A. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

B. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

C. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

D. To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

A. to ensure that subcontracted suppliers meet contractual requirements in all circumstances

B. to ensure that supplier processes and procedures are defined where outsourced

C. to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business

D. to ensure that a process exists for the procurement of suppliers

A. Capacity Management

B. Information Security Management

C. Incident Management

D. Release Management

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. in the Service Management plan

B. in a Change request

C. in the Service Level Agreement (SLA)

D. in the Business Relationship Management process