Based on an evaluation of your customer’s Technology and Operation aspect of their ITSM
maturity with respect to technical management, routine maintenance activities and schedules
should be defined and implemented. Which finding would score a “1” in this evaluation?

A.
A list of required activities and frequency (daily, monthly etc.) exists. Revision levels are
generally maintained according to vendor’s recommendations.

B.
Common maintenance work instructions are documented. Someone is responsible for
obtaining, reviewing, and implementing proactive advice from the vendor e.g., firmware revisions,
configuration advice.

C.
Maintenance activities are generally reactive after a failure.

D.
Proactive work is carried out by the vendor as part of a service contract.