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What are the key contents of an IT Service Management System?
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
See the explanation below.
A . Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.
B . Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.
C . Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.
D . Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.
Why is it important for Service Providers to provide documents and records?
See the explanation below.
A . Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
B . Incorrect. This is part of Configuration Management.
C . Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
D . Incorrect. This is part of competence, awareness and training and is not relevant to documentation.
What purpose can the ISO/IEC 20000 standard serve?
See the explanation below.
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 is required to be included in proposals for new or changed services according to ISO/IEC 20000?
See the explanation below.
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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