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

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

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

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.

Quality Management Systems can assist organizations in enhancing what?

A. Customer satisfaction

B. ISO/EC 20000

C. Relationship with third parties

D. Supplier satisfaction

What is the definition of IT Service Management?

A. An organization supping services to one or more customers

B. Best practice guidance for operating services

C. Requirements for delivering service based upon best practices

D. Specialized organizational capabilities providing value to customers

What is the aim of an internal audit?

A. To ensure and improve one's own quality capability

B. To instruct all employees that quality-related requirements must be observed

C. To monitor employee performance

D. To verify whether the defined key performance indicators (KPIs) are actually determined

A Release policy needs to be documented and agreed. What must be included in the Release policy?

A. an analysis of the success or failure of

B. Releases Requests For Change (RFCs)

C. the frequency and type of Releases

D. the Release dates