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NO.1 Which of the aspects listed below is included in ISO/IEC 20000?
A. customer communication
B. employee motivation
C. social responsibility
D. standard products
Answer: A
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NO.2 The Service Provider should check that the Service Management objectives and the plan are being
achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization
Answer: C
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NO.3 What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed
cost and services quality
D. to provide the policies and the framework that is needed for the effective management and
implementation of all IT services
Answer: D
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NO.4 Which service changes should be documented in change records?
A. all service changes
B. formal closure of services
C. staff recruitment
D. user training
Answer: A
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NO.5 Which statement below is not a purpose of Supplier Management procedures?
A. that business transactions between all parties are recorded
B. that information on the performance of all suppliers can be observed and acted upon
C. that it is made clear that the supplier cannot subcontract part of the delivered services to the Service
Provider
D. that the suppliers understand their obligation to the Service Provider
Answer: C
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NO.6 Which of the following is Problem Management primarily concerned with?
A. looking at Security Plans
B. looking at the cause of Incidents
C. looking at the Change Plan
D. looking at the Release Strategy
Answer: B
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NO.7 What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the
customer organization.
Answer: B
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NO.8 Which of the following tasks is assigned to each process manager?
A. channeling data to Problem Management
B. ensuring the process is running effectively and efficiently
C. following up on Incidents
D. setting up Service Level Agreements with the users
Answer: B
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