12/7/2018 Score Report: IT Service Management Quiz at Free Online Quiz School

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1)What is the primary objective of defining a Quality Policy?

A.To document how legal obligations will be fulfilled

B.To document the quality intentions and the direction of
the organization
C.To document the requirements of ISO 20000
D.To document the requirements of the customer as
stated in the Service Level Agreement (SLA)

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2)Which of these is not component of ISO 20K?

A.Service Delivery
B.Supplier Management
C.Decision Analysis
D.Configuration Management

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3)What is not a service desk activity?

A.Applying temporary fixes

B.Registering Incidents
C.Relating an incident to a known error
D.Solving a problem

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4)IT Service Management needs to be planned to establish

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the objectives and processes necessary to deliver results in
12/7/2018 Score Report: IT Service Management Quiz at Free Online Quiz School

accordance with the customer requirements and the

organization's policies.What should definitely be included in
the IT Service Management plan?

A.The appropriate tools to support the processes

B.The interfaces between business processes
C.The procedure for dealing with emergency releases
D.The IT Service continuity procedures

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