What is an ISO/EC 20000 requirement relating to the service management plan?

Answer(s): D

What is required for an implementation of IT Service Management to be successful?

A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
The appointment of a specialist department responsible for the development of the process structures
The involvement and commitment of personnel at all levels in the organization from operational staff to top management

Answer(s): D

What is a function of processes?

They express the level of compliance with the requested quality characteristics.
They represent a complete set of monitoring options.
They describe vertical and horizontal escalation options.
They complement descriptions of structural and organizational roles and responsibilities

Answer(s): B

Which statement with regard to Information Security Management is true?

Information Security Management to specifically focus on managing Information Security effective within all information systems.
Management with appropriate authority shall approve an Information Security policy.
Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
Security Incidents shall only be reported and recorded if they affect more than one user

Answer(s): B

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