In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
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.
Why is a scope statement for ISO/IEC 20000 important?
A . Correct. The scope statement shows what the management system was tested against in order to award certification.
B . Incorrect. Only one company can be awarded a certificate (single legal entity).
C . Incorrect. It is the management system that is being certified not the services.
D . Incorrect. All processes within the scope of the standard must be audited.
Where would an IT service for the customer normally be defined?
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.
What is required to be included in Release Management procedures according to ISO/IEC 20000?
A . Incorrect. This is part of the Change Management procedures.
B . Incorrect. This is part of the Information Security Management procedures.
C . Incorrect. This is part of the Incident Management procedures.
What should planning for new or changed services include?
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.