Where would you expect incident resolution targets to be documented?
Where would you expect incident resolution targets to be documented?
what is it that will be audited for certification?
When scoping for ISO/IEC 20000, what is it that will be audited for certification?
Which of the following provide value to the business from service strategy?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make
their customer’s successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Reduction in the duration and frequency of service outages
Which of the following is within the scope of the requirements of ISO/IEC 20000?
Which of the following is within the scope of the requirements of ISO/IEC 20000?
What are the categories of event described in the ITIL service operation book?
What are the categories of event described in the ITIL service operation book?
What else do all employees need to be aware of?
Top management needs to ensure that its employees are aware of the relevance and importance of
their activities. What else do all employees need to be aware of?
which of the following?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Which processes should the Plan, Do, Check, Act methodology be applied to?
Which processes should the Plan, Do, Check, Act methodology be applied to?
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?
What does the concept of "quality" comprise?
What does the concept of “quality” comprise?