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QUESTION NO: 1
What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
Answer: B
QUESTION NO: 2
Which service changes should be documented in change records?
A. All service changes
B. Formal closure of services
C. Staff recruitment
D. User training
Answer: A
QUESTION NO: 3
What is accreditation in the context of ISO/IEC 20000?
A. The determination of measurement results using defined procedures on the basis of documented requirements
B. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
C. The notification of approved testing and certification bodies with the relevant authority for publication
D. The official recognition by a third party of organizations involved in testing, inspection and certification
Answer: D
QUESTION NO: 4
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization
Answer: C
QUESTION NO: 5
Which of the following must be included within the Service Management plan?
A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Answer: D
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Updated: May 27, 2022