EXIN ISO / IEC 20000 Foundation - ISO20KF무료 덤프문제 풀어보기

A. Licenses

B. Requests for Change (RFCs)

C. Known Errors

D. Incidents

A. Formal closure of services

B. Staff recruitment

C. All service changes

D. User training

A. The organization behaves in a socially responsible way.

B. The organization hasless suppliers to deal with.

C. The organization becomes morecustomer focused.

D. The environmental needs of the employees in the organization are well looked after.

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

B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services

C. To define, agree, record and manage levels of services

D. To provide the policies and the framework that is needed for the effective management and implementation of all IT services

A. the use of IT to support the organizations internal business processes

B. the use of IT to support the business processes of suppliers and partners

C. the use of IT to improve employee satisfaction within the organization

D. the use of IT to support the customers business processes

A. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances

B. to ensure agreed effective communication towards Customers

C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances

D. to ensure that agreed levels of service commitments to Customers can be met in all circumstances

A. that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues

B. that the service levels for all services are consistent in the supply chain

C. that the business and suppliers are directly informed of Major Incidents

D. that all parties understand the business needs, responsibilities and obligations

A. To achieve the maximum level of service possible

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

C. To define processesthat contribute to customer acceptance of services

D. To achieve the lowest cost of service provision

A. System Lifecycle Management

B. Major Incident

C. Urgent Change

D. Service improvement activities

A. establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

B. implementation of the processes

C. monitoring and measuring processes and services and reporting the results

D. taking the necessary actions to continually improve process performance