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ISO20KF – ISO / IEC 20000 Foundation

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Showing 1–3 of 10 questions

Question 1

What should planning for a new or changed service consider?

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    a complete review of all recent security breaches

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    Known Errors to file systems

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    the existing service levels

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    verification that the appropriate level of testing is completed


Question 2

What services can be left out of the Service Catalogue?

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    incidental services that are seldom delivered

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    network-related services

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    services that are delivered to less then 10% of the Customers

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    no services


Question 3

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

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    it must be available in at least one hard copy and approved

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    it must include the documented procedures specified by the standard

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    it must include the scope of the organization's service management plan

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    It must never include any know-how of the organization