Online Access Free EX0-110 Exam Questions

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

• A.it must include the documented procedures specified by the standard
• B.it must be available in at least one hard copy and approved
• C.it must include the scope of the organization's service management plan
• D.It must never include any know-how of the organization

Service providers need to provide documents and records to ensure effective planning, operation and control of Service Management. Which of these is a record?

• A.Request for change (RfC)
• B.Service Management policy
• C.Service level agreement (SLA)
• D.Process description

All service changes should be reflected in change management records. Which of the aspects below is an example of a service change, that needs to be reflected in a change record?

• A.A major incident
• B.An identified problem
• C.A service level agreement (SLA) failure
• D.A formal closure of services

What may define the scope of Service Management in the Service Management plan?

• A.The size of the infrastructure
• B.The specific processes undertaken
• C.The number of staff
• D.The location of the services

There are eight quality management principles identified that can be used by top management in order to lead the organization toward improved performance. Which of the following is one of the eight principles?

• A.Continual improvement
• B.Service culture
• C.Documented processes
• D.Accelerated performance