Question No. 1

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

ADocumentation should be kept at least five years for auditing purposes.

BDocumentation should be protected from damage due to IT related disasters.

CDocumentation should be stored at a central place and be only accessible via procedures

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

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Correct Answer: B

Question No. 2

What is meant by the Urgency of an Incident?

Athe degree to which the solution of an incident tolerates delay

Bthe degree to which the incident gives rise to a deviation from the normal service level

Cthe time needed by IT Services to resolve the incident

Dthe relative importance of the incidents when handling them

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Correct Answer: A

Question No. 3

What may define the scope of Service Management in the Service Management plan?

Athe location of the services

Bthe number of staff

Cthe size of the infrastructure

Dthe specific processes undertaken

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Correct Answer: A

Question No. 4

What does the term "Integrity" mean in the context of Information Security Management?

AProtecting the information against unauthorized use

BMonitoring the access to information

CThe accuracy, completeness and correctness of the information

DScreening the support staff on their loyalty to the IT organization

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Correct Answer: D

Question No. 5

What is the objective of the service reporting process?

Ato document measures taken to manage information security effectively within all service activities

Bto minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

Cto produce agreed, timely, reliable, accurate information to aid decision making and effective communication

Dto provide progress reports on the planning and implementation of service management

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Correct Answer: C

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