Online Access Free ISO20KF Exam Questions

Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

• A.how they contribute to the achievement of the Service Management objectives
• B.how they contribute to the total salary reduction
• C.how they contribute to the Total Cost of Ownership (TCO)
• D.how they can provide policies and a framework for a Management System

Why are processes required?

• A.to satisfy the needs of major outsource providers
• B.to ensure that service issues never arise
• C.to provide consistency in the output from activities
• D.to be able to define quality objectives in a structured manner

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

During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

• A.theSenior responsible owner
• B.the Business Relationship process owner
• C.the Auditor
• D.the Service Level Manager

It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

• A.A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
• B.A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
• C.A senior responsible owner should ensure resourcing for service improvement activities.
• D.A senior responsible owner should haveresponsiblity for Customer Relationship Management.