Define the types of configuration items.

Services are to be classified as configuration items.

Access to configuration information must be controlled.

gs

All the above.

• Must measure, at planned intervals, satisfaction with services.

• You should review performance trends and service results at planned intervals.

1. The organization should establish communication agreements with its customers and other stakeholders.

1. All the above.

• Provides the requirements of the Service Management System.

• Provides guidelines on how to implement a service management system.

Provides guidelines on demonstrating conformity for the service provider.

Represents the industry consensus on quality procedures for IT service
management processes.

Risks, business benefits, viability and financial impact.

• The potential impacts of the change on capacity, availability of services, continuity of services and information security.

• The potential impacts of the change on other change requests, deliverables and deployment plans.

• All options are correct.

1. The organization shall agree upon and implement information security controls to address information security risks related to external organizations.

1. The organization shall monitor and review the effectiveness of information security controls and take the necessary actions.

1. Information security risks to the SMS and services shall be assessed and documented at planned intervals.

1. All of the above options are correct.

1. Build and test to verify that they meet service requirements.

2. ICs affected by new or changed services must be managed through Change
   Management.

1. Not considering the agreed criteria for acceptance of services.

2. Use delivery and change management.

1. Service catalog management.

1. Configuration management.

1. Asset management.

1. All options are correct.

1. A best practices guide for ITSM management.

1. Specifies the requirements for the establishment, implementation, maintenance and continual improvement of a Service Management System (SMS).

1. Provides guidance on the implementation of service management systems.

1. Complies with ITIL4 requirements.

Prioritized according to impact and urgency.

Escalated if necessary.

• Registered and classified.

• All of the above options must be met.

1. Documented agreement between the organization and the customer that identifies the services and their agreed performance.

1. Agreement between the organization and an external supplier, an internal supplier or a customer acting as a supplier.

1. To be included in a contract or other documented agreement.

1. All the above.

1. It is mandatory for all personnel to be certified to the standard.

1. There is no specific requirement.

1. Ensure that these persons are competent, based on appropriate education, training or experience.

1. None of the above.

1. Service requirements are the needs of customers, users and the organization related to the services and the SMS that have been stated or are mandatory.

1. SLA is the specific measurable characteristic of a service to which the organization is committed.

1. Service request is the proposed modification to be applied to a service, a component of a service or the SGS.

1. Change request is a request for information, consultation, access to a service or a previously approved change.

Availability of service.

1. Service level objective.

1. Continuity of services.

1. Service Level Agreement, SLA.

1. Integrated IT Management System.

1. Service Management.

1. IT Governance.

1. Business Continuity.

A.) Provide access to appropriate parts of the service catalog(s) to its customers, users and other interested parties.

1. B.) Create and maintain one or more service catalogs.

2. C.) There should be only one service catalog.

1. A and B are correct.

1. Incidents.

1. Change requests.

Problems.

All of the above.

1. Element that needs to be controlled to provide one or more services.

1. Something that an organization values and therefore must protect.

1. Element, thing or entity that has potential or actual value for an organization.

2. None of the above.

Policies and processes.

3. 

1. Procedures.

1. Budgets.

1. Plans.

Ensure that improvements are prioritized, planned, and implemented.

Determine the evaluation criteria to be applied to improvement opportunities.

Measure the improvements implemented against the established objective(s).

All of the above.

1. Some service management processes are more important than others for different types of organizations, and some requirements may be ignored depending on the type of organization.

1. All service management processes must be in place, but some of the requirements may be omitted if achieving them is too costly.

1. All service management processes must be implemented and all requirements must be demonstrated.

1. Processes associated with continuous improvement are optional, but all other service management processes are mandatory.

1. The number of IT resources required.

1. Service management processes.

1. The services delivered by the organization.

1. Names of external suppliers.

1. Service management policy.

1. The services relevant to your job.

1. Your contribution to the effectiveness of the SMS, including the benefits of improved performance.

1. All options are correct.

Provide resources to improve the service management system.

1. Establish service management objectives.

2. 

1. Ensure that the service management plan is implemented.

1. Communicate service management policies to customers.

A. Current and periodic workload changes compared to the limits described in the SLAS.

1. B. Performance against service level objectives.

2. 

1. A and B.

1. None of the above.

1. Risks to availability.

1. Unplanned unavailability.

1. Service Agreement Levels.

1. None of the above.

1. Responsibilities of the client.

1. Business critical periods.

1. Scaling processes.

1. Working volume.

1. A. These are requirements of ISO/IEC 20000-1.

1. B. They have been replaced by a capacity planning requirement.

1. C. The requirement to document availability requirements and objectives has been replaced.

1. B and C are correct.

1. Requires the service provider to be a certified user of good practices.

1. Requires the service provider to implement ITIL®.

1. External suppliers must be ISO/IEC 20000-1 certified.

1. It is independent of specific guidelines.

• All process owners.

• A consulting organization.

1. Senior management.

1. All of the above.

1. Supply Chain Management.

1. Management of internal suppliers and customers acting as suppliers.

1. Supplier Management in the Cloud.

1. None of the above.

The Disaster Recovery Plan.

Criteria and responsibilities for invoking continuity of services.

Service availability targets when the service continuity plan is invoked.

Service recovery requirements.

Priotitized

Closed

1. Recorded and classified

Analyzed

Transfered

1. Access to configuration information must be controlled.

2. 

1. Configuration information should be recorded at a level of detail in accordance with the criticality and type of services.

2. 

1. Each configuration item (CI) shall include unique identification, type of Cl, description of the Cl, relationship to other Cls and status.

1. All are correct.

1. An organization that manages and provides one or more services to clients.

2. 

1. An internal auditor is an external party to the organization that enters into a contract to contribute to the planning, design, transition, delivery, or improvement of a service, a service component, or a process.

2. 

1. Part of a larger organization, which is outside the scope of the SMS that enters into a documented agreement to contribute to the planning, design, transition, delivery, or improvement of a service, service component, or a process.

1. None of the above.

1. To be classified and managed according to a documented procedure.

1. During resolution review to identify opportunities for improvement.

1. Responsibility for the management of each major incident should not be assigned.

1. None of the above.

A. Capacity management works with demand management to plan and provide sufficient capacity to meet demand.

1. B. Must include time scales and thresholds for changes in demand management.

1. C. Demand management is responsible for understanding current and future customer demand for services.

1. A and C.

1. Service requirements.

1. Service management policy.

1. Service management risks and opportunities.

1. Service level agreements.

20000-1

20000-2

20000-3

20000-4

Corporation

Organization

Community

Team