What is the objective of the Service Continuity and Availability Management processes?
A . Incorrect. Effective communication is not the objective of the process Service Continuity and Availability Management. It is more relevant to Service Reporting.
B . Incorrect. Managing levels of service is the objective of the Service Level Management process.
C . Correct. This is the objective of the Service Continuity and Availability Management processes.
D . Incorrect. Service Continuity and Availability Management is a process between a supplier and a Customer. Not between a supplier and a provider.
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
A . Incorrect. This is an event within a process, the process is designed to handle these events, and so it does not affect the Service Management plan.
B . Correct. Improving the service implies changes to the processes and service and consequently affects the Service Management plan.
C . Incorrect. System Lifecycle Management manages the lifecycle of IT systems; this does not affect the Service Management plan.
D . Incorrect. This is an event within a process. The process is designed to handle these events, and so this does not affect the Service Management plan.
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.
D . Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.
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.
What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
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.
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