Free and Premium Exin ISO20KF Dumps Questions Answers

A. Correct. If tools are used to support a process, there is a need to define them.

B. Incorrect. This is a requirement of Capacity Management (6.5c) and not of the plan to implement Service Management.

C. Incorrect. The plan does require that tools are defined if used.

D. Incorrect. There is no requirement that every individual process must be supported by a tool.

A. Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.

B. Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.

C. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

D. Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.

A. Correct. The objective is to ensure the service provider has sufficient Capacity to meet the current and future agreed demands of the Customer's business needs.

B. Incorrect. There is no objective to meet all demands but to meet agreed demands.

C. Incorrect. There is no specific mention of development and operational requirements.

D. Incorrect. The objective is to provide sufficient Capacity to meet current demands but also agreed future demands.

A. Correct. A statement defined to deliver focus to the organization.

B. Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.

C. Incorrect. These detail the needs of the Quality Management System, not of the policy.

D. Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.

A. Incorrect. ITIL® is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL® has been implemented.

B. Correct. This is referenced within the scope of the standard.

C. Incorrect. It is the management system that gets certified not the services.

D. Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL®.

A. Incorrect. This is not relevant.

B. Correct. This is part of the standard.

C. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology). This is no part of the proposals for new or changed services.

D. Incorrect. This plan is much broader than only new or changed services.

A. Incorrect. The IT Framework provides a structure for service management but would not define the service itself.

B. Incorrect. The OLA would define a support arrangement behind the prime customer service.

C. Correct. The Service Catalog or the SLA would define the service for the customer.

D. Incorrect. The Service Report would provide details of service performance not define the service.

A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

B. Incorrect. This is part of Configuration Management.

C. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

D. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.

A. Correct. When planning new or changed services it should be considered how this affects the budget and workload.

B. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.

C. Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.

D. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.

A. Incorrect. This may be one of the measures if backlog of changes is to be reduced but there may be other details too.

B. Incorrect. This may be one of the measures if staff numbers are to be improved but there may be other details too.

C. Correct. The standard recommends the collection of service quality and levels as a baseline so that actual improvement can be measured.

D. Incorrect. This may be one of the measures if time taken is to be improved but there may be other details too.