PDF ISO20KF Study Guide

ISO / IEC 20000 Foundation Questions and Answers

Question 9

What should planning for new or changed services include?

budgets and staff resources

major non-conformities to all Underpinning Contracts (UCs)

recent Problems and Known Errors in the desktop environment

trends in Capacity growth of the current applications

Question 10

What should Quality Management Systems encourage organizations to do?

To achieve the lowest cost of service provision

To achieve the maximum level of service possible

To define as many metrics as possible for each process to ensure strong control

To define processes that contribute to customer acceptance of services

Question 11

What should not be part of a Service Level Agreement (SLA)?

Authorization details

Escalation and notification process

Impact and priority guidelines

Lessons learned and improvement actions

Question 12

What details should be recorded as a baseline prior to implementing a plan for service improvement?

backlog of changes for the service

number of staff involved

service quality and levels

time taken to operate the process