QUESTION: 17

Which of the following is a benefit of ISO/IEC 20000 certification?

It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
It shows that a company manages IT Services according to an independently audited quality standard.
It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
It shows that the highest possible quality level has been achieved.

Answer(s): B

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QUESTION: 18

What is the objective of Service Level Management?

To define, agree, record and manage levels of service
To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
To ensure that agreed service Availability commitments to customers can be met in all circumstances
To establish and maintain good relationships with Customers

Answer(s): A

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QUESTION: 19

Which of the following statements is true?

Change Management is the most important of the Control processes.
Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
Release Management, Change Management and Configuration Management are Control processes.
There shall be an integrated approach to Change and Configuration Management planning.

Answer(s): D

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When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

Availability Management
Capacity Management
Financial Management for IT Services
IT Service Continuity Management

Answer(s): B

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Free EXIN ISO20KF Exam Braindumps (page: 6)

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QUESTION: 20

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