what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
In planning to implement Service Management, what does the plan need to say regarding tools
according to ISO/IEC 20000-2:2005?
Which of these should a change model include?
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Why is a scope statement for ISO/IEC 20000 important?
Why is a scope statement for ISO/IEC 20000 important?
Which one of the following is NOT an objective of problem management?
Which one of the following is NOT an objective of problem management?
Where would an IT service for the customer normally be defined?
Where would an IT service for the customer normally be defined?
Which of the following statements about service asset and configuration management is/are CORRECT?
Which of the following statements about service asset and configuration management is/are
CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
What is required to be included in Release Management procedures according to ISO/IEC 20000?
What is required to be included in Release Management procedures according to ISO/IEC 20000?
Which of the following are types of service defined in ITIL?
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
What should planning for new or changed services include?
What should planning for new or changed services include?
which of the following should details of a workaround be documented?
In which of the following should details of a workaround be documented?