certified IT service providers

Chose the statement that is TRUE. All the requirements in Part 1 of the ISO/IEC 20000 standard are applicable to:

Select one:

1. certified IT service providers
2. only large size service providers
3. only small size service providers
4. all service providers regardless of size

 

Which of the following is FALSE about Part 1 of the ISO/IEC 20000 standard?

Select one:

1. it can be used by organisations seeking services from a service provider
2. it can be used by an organisation that requires a consistent approach by all its service providers
3. it cannot be used by service providers to monitor, measure and review its service management processes and services
4. it can be used by an assessor as the criteria for conformity assessment of a service providers SMS

 

itSMF is a global, independent, internationally recognised not-for-profit organisation dedicated to IT service management. What does the acronym itSMF mean:

Select one:

1. IT Service Management Forum
2. IT Service Management Foundation
3. IT Service Measurement Forum
4. IT Service Measurement Foundation

 

BITA is an acronym that stands for:

Select one:

1. Business IT Availability
2. Best IT Alignment
3. Business IT Alignment
4. Best IT availability

 

By breaking down vertical business silos and shifting the business model to more horizontal processes ITSM aims to:

Select one:

1. increase the decision making power of employees
2. decrease the decision making power of employees
3. centralise the management of IT
4. develop a technology focus of IT services

IT governance is a comprehensive framework consisting of the following?

Select one:

1. rules, regulations and laws
2. processes, procedures and activities
3. structures, processes and relational mechanisms
4. responsibilities, accountabilities and control

 

In ISO/IEC 20000, what is an SMS:

Select one:

1. service management system
2. short messaging service
3. supplier management system
4. strategic management system

 

Which of the following are the CMMI capability levels:

Select one:

1. plan, do, check, act
2. initial, managed, defined, quantitatively managed, optimising
3. strategy, design, transition, operation, continual improvement
4. incomplete, performed, managed, defined,quantitatively managed, optimising

 

Effectiveness is defined in ISO/IEC 20000 as:

Select one:

1. getting things right the first time
2. the extent to which planned activities are realised and planned results are achieved
3. delivering value to customers at minimal cost and risk
4. delivering uninterrupted services to customers at all times

 

Which of the following is TRUE:

Select one:

1. charging is not included in ISO/IEC 20000-1
2. a charging mechanism is recommended in ISO/IEC 20000-1
3. charging is part of the budgeting process in ISO/IEC 20000
4. charging is recommended for third parties by ISO/IEC 20000