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1. What are the key contents of an IT Service Management System?
A) definition of corporate measures to achieve the required level of quality
B) systematic processes for ticket recording and follow-up only
C) a software system for the ticket system
D) a software system to monitor the key performance indicators (KPIs)
2. Who has a responsibility in continual improvement?
A) Quality experts only
B) Management only
C) all employees
D) the customer
3. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?
A) As input to financial management in order to determine charges for the service
B) To present a professional image of the company
C) As the basis for making management decisions and taking corrective actions
D) To compare the performance of the Service Desk with service targets
4. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?
A) First party audit
B) Fourth party audit
C) Third party audit
D) Second party audit
5. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
A) establishing methods to measure the effectiveness and efficiency of each process
B) determining the needs and expectations of Customers and other interested parties
C) agreeing to the quality policy and objectives with the Change Manager
D) determining and providing the resources necessary to attain the quality objectives
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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