What is the recommendation with regard to the implementation of an emergency Change?
A . Incorrect. The authorization of the emergency Change is part of the process and there is no recommendation about who does this.
B . Incorrect. It is not recommended to bypass the whole process although some activities may be bypassed and covered later.
C . Incorrect. There is a requirement for a separate policy for emergency Changes but not a recommendation for a separate process.
D . Correct. It is recommended that the Change process should be followed where possible although any activities bypassed should be undertaken as soon as possible.
For which type of organizations is ISO/IEC 20000 appropriate for use?
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.
Which of the following is used as a set of guidance materials for IT governance?
A . Correct. CobiTTM is ISACA's guidance for IT governance.
B . Incorrect. ISO 9000 is the generic Quality Management System standard.
C . Incorrect. ISO/IEC 20000 is the IT Service Management standard.
D . Incorrect. MOF is the service management framework from Microsoft.
What purpose can the ISO/IEC 20000 standard serve?
A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).
B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.
D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
What does a quality policy aim to define?
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.
Submit Cancel
Currently there are no comments in this discussion, be the first to comment!