ISO20KF Sample Questions Answers

in the IT Framework

in the Operational Level Agreement (OLA)

in the Service Catalog or the Service Level Agreement (SLA)

in the Service Report

in a Change request

in the Business Relationship Management process

in the Service Level Agreement (SLA)

in the Service Management plan

establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

implementation of the processes

monitoring and measuring processes and services and reporting the results

taking the necessary actions to continually improve process performance

To define, agree, record and manage levels of service

To ensure a sufficient amount of Capacity has been designated in order to achieve agreed

service levels

To ensure that agreed service Availability committments to customers can be met in all

circumstances

To establish and maintain good relationships with Customers

Rules governing the handling of variances against budgets

The charging mechanism

The costs of the Underpinning Contracts (UCs) over a fixed period

The percentage of 'hidden' end-user costs

CobIT TM

ITIL

MOF

Six Sigma

the Auditor

the Business Relationship process owner

the Senior responsible owner

the Service Level Manager

to ensure agreed effective communication towards Customers

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

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

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

Business Relationship Management

Change Management

Incident Management

the Senior Management representative

Appropriate records of education, training, skills and experience need to be maintained.

At least two employees should be suitably trained for each role.

Employees should have at least a relevant bachelors degree.

Personnel should all have a relevant Security training according to ISO/IEC 27002.

annually

monthly

only when there is a business need to change the service

quarterly

a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

a snapshot of the state of a service or individual Configuration Item (CI) at a point in time

any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

the ability of a component or service to perform its required function at a stated instant or over a stated period of time

an updated Operational Level Agreement

cost, organizational, technical and commercial impact

the policies, plans and procedures of each process or set of processes

the Service Management plan

A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

An approach needs to be defined for interfacing to projects that are creating or modifying services.

Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.