Service providers manage various documents and records to ensure effective planning, operation
and control of Service management.
Which of these is a record?

Which factor partly determines the priority of an Incident?

What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship
management process?

Why is a Service management system required?

A Post implementation review (PIR) is used to determine whether a corrective change has been
successfully implemented.
Which process works in conjunction with Change management during a PIR?

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

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?