A. Effectiveness of the service

B. Personal satisfaction of the Configuration Manager

C. Relationship with interested suppliers

D. Relationship with unauthorized patties

A. Change management

B. Incident management

C. The senior management representative

D. Business relationship management

A. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

B. to provide a high level process model that organizes a broad range of IT activities

C. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

D. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

A. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

B. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

C. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

D. to exceed expectations at all times based on solid processes followed rigidly at all times

A. A deployed infrastructure

B. A Configuration Item

C. A developed application

D. A Service

A. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

B. organizational structure related to responsibilities, procedures and resources for implementing quality management

C. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

D. mandatory Quality management practices followed by everyone in the service provider organizations

A. It must never include any know-how of the organization

B. It must be available in at least one hard copy and approved

C. It must include the scope of the organization's service management plan

D. It must include the documented procedures specified by the standard

A. Documentation should be protected from damage due to IT related disasters.

B. Documentation should be kept at least five years for auditing purposes.

C. Documentation should be stored at a central place and be only accessible via procedures

D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.