ITSM20F.EN 무료 덤프문제 온라인 액세스

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

• A.Interested parties and customers of the services need to be identified and documented.
• B.Outstanding complaints need to be reviewed on a monthly basis.
• C.A compliments application needs to be implemented.
• D.Customer satisfaction surveys need to be defined so that customers can easily respond to them.

What is the aim of an internal audit?

• A.To instruct all employees that quality-related requirements must be observed
• B.To monitor employee performance
• C.To ensure and improve one's own quality capability
• D.To verify whether the defined key performance indicators (KPIs) are actually determined

What can be improved by achieving quality objectives?

• A.Personal satisfaction of the Configuration Manager
• B.Relationship with interested suppliers
• C.Relationship with unauthorized patties
• D.Effectiveness of the service

Which process or function has the objective of recording and providing technical information about the if infrastructure?

• A.Configuration management
• B.Budgeting and accounting for services
• C.Service desk
• D.Service level management

A company decides to apply the principle of continual improvement. Which action would result from this decision?

• A.Review the Service Management System at least annual
• B.Analyze and evaluate the existing situation to identify areas for improvement
• C.Analyze customer satisfaction and identify resulting actions
• D.Start an internal service organization evaluation