A. The environmental needs of the employees in the organization are well looked after.

B. The organization hasless suppliers to deal with.

C. The organization becomes morecustomer focused.

D. The organization behaves in a socially responsible way.

A. when the initiating user has been given the opportunity to confirm that the service is restored

B. when the Incident has been dispatched outside the Service Desk department

C. when the Incident is solved and normal operation is restored

D. when all relevant information for classification and routing has been entered

A. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

B. It forces the organization to adopt a hierarchical management approach.

C. It allows the suppliers to have full visibility of the organization's internal processes.

D. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

A. To provide the policies and the framework that is needed for the effective management and implementation of all IT services

B. To define, agree, record and manage levels of services

C. To ensure that Key Performance Indicators (KPIs) are defined for all IT services

D. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

A. the investigation and prevention of Security Incidents

B. the authorization and implementation of emergency Changes

C. the recording of all reported Incidents

D. the updating and changing of configuration information and Change records

A. to gather information about potential new services that might be interesting for the end users of the services

B. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

C. to reduce Incidents during the service delivery process

D. to optimize the resolution processes so that service levels are exceeded

A. It is a standard that is recently developed for improvement of IT processes.

B. It is a structured, statistically based approach to process improvement.

C. It is a quality instrument to measure defects in process outputs.

D. It is a six step maturity model to improve the capability of business processes.

A. to ensure agreed effective communication towards Customers

B. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances

C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances

D. to ensure that agreed levels of service commitments to Customers can be met in all circumstances

A. A configuration audit report

B. The change requests allocated to a release

C. A benchmark of the service provider's capability

D. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

A. the Auditor

B. the Business Relationship process owner

C. the Service Level Manager

D. theSenior responsible owner