QUESTION: 61

Which of the following is a best practice concerning information security risk assessment?

Information security risk assessments should be carried out by an external auditor to maintain objectivity.
Information security risk assessments should be performed as a result of the review of every incident.
Information security risk assessments should be performed at agreed intervals and be maintained during changes.
Information security risk assessments should be performed once a year.

Answer(s): C

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QUESTION: 62

A company decides to apply the principle of continual improvement. Which action would result from this decision?

Analyze and evaluate the existing situation to identify areas for improvement
Analyze customer satisfaction and identify resulting actions
Review the Service Management System at least annual
Start an internal service organization evaluation

Answer(s): A

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Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

Incident Management
Problem Management
Service Desk Service
Level Management

Answer(s): C

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QUESTION: 64

What defines Service Quality?

A series of activities that can be assessed in advance by a provider and customer
Achieving a 99.999% continuous level of availability
Meeting stated customer requirements and expectations
Providing a cost-effective service

Answer(s): C

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