ISO 20k GAQM p034-049

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Questions and Answers

What is the primary purpose of reports generated from an organization's financial management system, as described in service management documentation?

To offer insights into financial forecasts and manage potential budget risks. (correct)
To detail individual employee expenses for auditing purposes.
To benchmark the organization's financial performance against industry competitors.
To provide a historical record of past financial transactions.

Within the context of ISO/IEC 20000-1 capacity management, which of the following statements accurately describes the handling of different resource types?

Human, technical, information, and financial resources are considered interchangeable and can be managed collectively.
All capacity resources, regardless of type, are managed using a standardized, uniform approach.
Due to their distinct nature, human, technical, information, and financial resources require unique and tailored management strategies. (correct)
Only technical and financial resources require active management, as human and information resources are self-regulating.

Trend analysis reports compiled from change requests can be used to identify:

The specific costs associated with each implemented change request.
Individual performance metrics of change administrators.
Customer satisfaction levels related to recently implemented changes.
Opportunities for service improvement based on recurring change patterns. (correct)

What is the primary purpose of a Change Management Policy within an organization?

To document the scope of change management, define change types, and establish criteria for major impact changes. (D) Signup and view all the answers

According to the provided information, under what circumstance is the service design and transition process specifically utilized in change management?

For changes identified as having a potentially major impact on services or customers. (C) Signup and view all the answers

Which category of information in a change request template is crucial for understanding the broader implications of a proposed change?

Impact assessment of the change and Priority of the request. (B) Signup and view all the answers

When is a 'project-oriented approach', such as the service design and transition process, deemed necessary for managing changes?

When handling changes considered to have a significant impact on services or customers. (A) Signup and view all the answers

Within a Change Management Policy, what are the typical classifications used to differentiate changes based on their management approach?

Normal, Standard, and Emergency. (D) Signup and view all the answers

Which of the following is NOT a mandatory piece of documented information for configuration management, according to the provided content?

Detailed financial reports for each configuration item, including depreciation schedules. (A) Signup and view all the answers

A Configuration Item (CI) record MUST include which of the following elements?

A unique identifier, type, description, relationship with other CIs, and status. (A) Signup and view all the answers

What is the primary function of a Configuration Management Database (CMDB)?

To serve as a central repository for CI and configuration information. (C) Signup and view all the answers

When other parties (internal or external) are used to provide services, service components, or (parts of) processes, what information about these parties should be registered?

The name of the service/process, component provided, third party's name, and an identification of a control for their performance. (B) Signup and view all the answers

Which documented information must be defined for each service in Business Relationship Management?

A set of service level agreements (SLAs) containing aspects such as service level targets, provider workload limits and any other exceptions. (B) Signup and view all the answers

In the context of business relationship management, what should regularly be reported on regarding service level targets?

Performance against the service level targets and workload changes. (D) Signup and view all the answers

Besides SLAs, what other documented information is essential in business relationship management?

A list of customers, users, and other interested parties in the services. (D) Signup and view all the answers

What action should be taken regarding complaints received about services from customers or other stakeholders?

They should be listed and acted on. (D) Signup and view all the answers

According to the content, what is the initial focus when designing a process based on Lean practices?

Determining the inputs and outputs of the process. (D) Signup and view all the answers

In the context of the SIPOC model, who is considered the 'supplier'?

Anyone providing inputs to a process. (A) Signup and view all the answers

How does the continual service improvement (CSI) process interact with other processes in the system?

It receives inputs from processes like quality assurance and provides outputs to processes like risk management. (A) Signup and view all the answers

What level of process documentation is required to meet ISO/IEC 20000-1 standards according to the content?

Any documentation sufficient for the organization, such as drawings. (A) Signup and view all the answers

What is the purpose of a detailed flow chart in process design, beyond the SIPOC model?

To show more details regarding the workings of the process, owners of steps, and decisions made. (A) Signup and view all the answers

What does Clause 8 of ISO/IEC 20000-1 primarily address?

Service management processes or practices . (A) Signup and view all the answers

How should you approach designing a process according to Lean practices, regarding the SIPOC model?

Create a SIPOC detailing how the process effectively transforms inputs into outputs.. (D) Signup and view all the answers

In a system of interdependent processes, how do the outputs of one process relate to another?

Outputs from one process can serve as inputs to another process. (B) Signup and view all the answers

Which of the following is a key difference between contracts with external suppliers and agreements with internal suppliers, according to the provided information?

Contracts with external suppliers require more formal clauses. (B) Signup and view all the answers

A service provider is creating a template to log service complaints. Which of the following fields is essential to include based on the provided information?

Reference number of the complaint. (B) Signup and view all the answers

An organization is documenting its capacity requirements for a specific service. Which of the following elements should be included in the documentation?

The current capacity, required capacity, and the date for implementation. (A) Signup and view all the answers

What aspect of service management requires mandatory documented information, according to the text?

Budgeting and accounting for services. (D) Signup and view all the answers

An organization wants to improve its understanding of service demand. What approach should it take?

Base it on monitoring services and analyzing customer requests. (C) Signup and view all the answers

When documenting disputes with suppliers, which of the followings should be included in the template?

Description of the dispute and actions taken to resolve it. (B) Signup and view all the answers

What is the primary purpose of documenting 'possible impact of the capacity change on service level targets?'

To understand the potential effects of changes to service capacity. (D) Signup and view all the answers

According to the information provided, what dictates the specific format of legal documents related to supplier management?

Organizational standards, which may supersede ISO/IEC 20000-1. (C) Signup and view all the answers

What key element is required when changes like new service introduction or service transfer to a third party are initiated?

A service design document outlining requirements, implementation approach, and potential impacts. (D) Signup and view all the answers

Which of the following is an essential piece of documented information for release and deployment management?

Analysis of release success or failure, and acceptance criteria. (C) Signup and view all the answers

In incident management, what is the primary purpose of categorizing incidents by environment, service, or CI type?

To facilitate trend analysis and effective incident resolution. (C) Signup and view all the answers

How is the priority of an incident typically determined?

By multiplying the impact of the incident by its urgency. (A) Signup and view all the answers

What is the purpose of having a Major Incident Procedure?

To provide a structured approach for managing high-impact incidents. (B) Signup and view all the answers

What is the significance of documenting acceptance criteria for releases?

To ensure that the release meets the defined quality standards post-deployment. (C) Signup and view all the answers

What should happen if a release does not meet the documented acceptance criteria before deployment?

Action should be taken to modify the release, or the acceptance criteria may be modified with agreement. (B) Signup and view all the answers

Why is it important to perform tests after deployment to verify that the release meets the acceptance criteria in the live environment?

To confirm that the release functions as expected in the actual user environment. (A) Signup and view all the answers

In the context of release management, what is the primary purpose of defining different release types such as normal and emergency?

To dictate the management approach, aligning with standard change management or specific deployment processes. (D) Signup and view all the answers

What is the main goal of documenting information related to incident management?

To define who is responsible for managing the incident, how frequently management is updated, and other key aspects. (D) Signup and view all the answers

For small organizations using the provided problem management template, what is the purpose of tracking the 'Possible related incident records'?

To identify patterns and relationships between problems and incidents, aiding in root cause analysis. (C) Signup and view all the answers

What is the significance of documenting 'Actions taken to deal with the problem' within a problem management record?

To provide an audit trail of the steps taken, facilitating knowledge sharing and preventing repeated efforts. (C) Signup and view all the answers

What is the primary purpose of recording and tracking service requests?

To ensure service requests are recorded, prioritized, fulfilled, and closed in a systematic way. (D) Signup and view all the answers

Why is it important to have a documented procedure for fulfilling each type of service request?

To guarantee that specific steps are followed, maintaining consistency and quality in fulfilling the request. (D) Signup and view all the answers

What is the relationship between 'known errors' and 'problems' in the context of problem management?

'Known errors' are issues for which a root cause has not yet been determined, while 'problems' are issues under investigation. (D) Signup and view all the answers

Why is it important to track the 'Due date for resolution' and 'Actual completion date' for both problems and service requests?

To monitor performance against service level agreements (SLAs) and identify trends in resolution times. (B) Signup and view all the answers

Flashcards

ISO/IEC 20000-1 Clause 8

Clause 8 of ISO/IEC 20000-1 covers service management processes/practices.

Process (ISO/IEC 20000-1)

A set of related activities using inputs to deliver an intended result.