Which of the following calculates the number of defects per million opportunities?

A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

What does the concept of "quality" comprise?

A. satisfying customer requirements

B. gaining ISO/IEC 20000 certification

C. execution of Service Level Agreements (SLAs) only

D. maximizing utilization of personnel capacity

What should planning for a new or changed service consider?

A. a complete review of all recent security breaches

B. Known Errors to file systems

C. the existing service levels

D. verification that the appropriate level of testing is completed

What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A. It allows the suppliers to have full visibility of the organization's internal processes.

B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

C. It forces the organization to adopt a hierarchical management approach.

D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

Which of the following is true of process descriptions?

A. They express the level of compliance with the requested quality characteristics.

B. They represent a complete set of monitoring options.

C. They describe vertical and horizontal escalation options.

D. They complement descriptions of structural and organizational roles and responsibilities.

What is the primary purpose of analyzing Change records?

A. to be able to open a new Problem record, so proactive identification of Incidents is possible

B. to check if related Incident records are adequately closed

C. to detect increasing levels of Changes and emerging trends

D. to provide input to the Service Reporting process

What does a quality policy aim to define?

A. the formally expressed quality intentions and direction of an organization

B. the legal obligations that the organization must fulfill

C. the requirements of ISO/IEC 20000

D. the requirements of the customer as stated in the Service Level Agreement (SLA)

In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A. The plan defines the tools as appropriate to support the processes.

B. The plan details the effects of new technologies and techniques on capacity.

C. The plan does not state any tools requirements.

D. The plan lists how every individual process is supported by a tool.

What should planning for new or changed services include?

A. budgets and staff resources

B. major non-conformities to all Underpinning Contracts (UCs)

C. recent Problems and Known Errors in the desktop environment

D. trends in Capacity growth of the current applications

What purpose can the ISO/IEC 20000 standard serve?

A. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

B. It defines the requirements to be satisfied in a certification audit.

C. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

D. It provides a yardstick for the design of a Total Quality Management System.