What is the objective of IT Service Management?
A . Incorrect. The customer services will be more than critical services.
B . Incorrect. The services are not guaranteed, the service is simply being provided.
C . Correct. The focus for IT Service Management needs to be on agreed business requirements.
D . Incorrect. The customers may not require ''maximum'' levels.
What is SixSigma?
A . Incorrect. It is not only a quality instrument, it encompasses an improvement methodology.
B . Incorrect. It is not a maturity model.
C . Incorrect. It is developed in the 80's for general business processes.
How should the Deming cycle be used?
A . Correct. This is the focus of the cycle.
B . Incorrect. The focus of the cycle is on continual improvement and not specifically customer orientation.
C . Incorrect. The model can be used during the design phase, but the focus is on continual improvement during all phases.
D . Incorrect. Cost models as part of budgeting and accounting would do this.
What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
A . Incorrect. The Business Relationship Management process is responsible for setting up service review meetings to discuss changes to the service scope, SLA, contract etc. Changes to the contract(s) resulting from these meetings will be subject to the Change Management process.
B . Correct. Any changes to the contract shall be subject to the Change Management process.
C . Incorrect. These representatives will be involved via other processes (e.g. Business Relationship Management process).
D . Incorrect. Supplier Management is responsible for having a process in place for a major review of the contract. Any changes to the contract shall be subject to the Change Management process.
What are the key contents of an IT Service Management System?