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: ISO/IEC 20000 Foundation

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Question:1 It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

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

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

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

D. A senior responsible owner should have responsiblity for Customer Relationship Management.

Answer: C Question:2 Which of the following standards was the forerunner to ISO/IEC 20000?

A. BS 1968 B. BS 7799 C. BS 8800 D. BS 15000 Answer: D Question:3 What is a Configuration Baseline?

A. A benchmark of the service provider's capability B. A configuration audit report C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time D. The change requests allocated to a release Answer: C Question:4 What is the objective of planning and implementing new or changed services?

A. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner B. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services C. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality 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 Answer: C

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