ISO/IEC 20000 Foundation: EX0-103

How should the requirements for Service Continuity and Availability be identified?

A. This should be calculated based upon historical data for major Incidents and their consequences for the organization.

B. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

C. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.

D. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. by outsourcing Change Management

B. by taking disciplinary action against underperforming employees

C. by taking part in the planning of new IT services

D. through leadership and actions

To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

A. all ISO/IEC 20000 processes

B. Availability Management

C. Configuration Management

D. Incident Management