The ISO/IEC 20000 standard requires that service reports are produced using information based
on service delivery and SMS activities.
How are these service reports used?

When implementing Service management, what is the recommended method to deliver the best
possible service to meet a customer’s business needs?

Over the years, an insurance company has become more dependent on the information systems
at the office. This has led to an arrangement which ensures the continual delivery of the most
important IT services in the event of a major business disruption.
Which process is responsible to insure that the business requirements are met during such
circumstances?

Which process is responsible for supplying first-line support and assistance in daily use of iT
services?

The effects of a disaster on IT services can be severe. Measures should be taken to prevent,
detect, prepare for and mitigate these effects.
Which process is responsible for taking these measures?

In many organizations, management tasks or parts of those tasks are performed by third parties.
Agreements are made with these parties that are expressed in documents.

What are these documents called?

When should the final closure of an Incident record be completed?

One of the activities of Release and deployment management involves testing and Release
acceptance.
When can Release management start with implementation planning?

Staff competencies and training needs shall be reviewed and managed. Why is this necessary?

Which process is responsible for providing information about the IT infrastructure to all other
processes?