ISO20KF ISO / IEC 20000 Foundation Questions and Answers

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.

It defines what the management system has been certified against

It details all of the companies that have been certified

It details all of the services that have been certified

It identifies which processes have been excluded from the scope

budgets and staff resources

major non-conformities to all Underpinning Contracts (UCs)

recent Problems and Known Errors in the desktop environment

trends in Capacity growth of the current applications

The plan defines the tools as appropriate to support the processes.

The plan details the effects of new technologies and techniques on capacity.

The plan does not state any tools requirements.

The plan lists how every individual process is supported by a tool.

the customer

all employees

Quality experts only

Management only

for organizations to confirm that all of the ITIL® guidelines have been implemented

for organizations which need to demonstrate alignment to customer requirements

for organizations wishing to certify their services

for tool vendors to specify the Service Provider's processes

Major Incident

Service improvement activities

System Lifecycle Management

Urgent Change

Business Relationship Management

Change Management

Incident Management

the Senior Management representative

backlog of changes for the service

number of staff involved

service quality and levels

time taken to operate the process

it must be available in at least one hard copy and approved

it must include the documented procedures specified by the standard

it must include the scope of the organization's service management plan

It must never include any know-how of the organization

Change Management is the most important of the Control processes.

Release Management shall be implemented only after the processes Change Management

and Configuration Management have become mature.

Release Management, Change Management and Configuration Management are Control

processes.

There shall be an integrated approach to Change and Configuration Management planning.

Service improvement targets should be measurable, linked to business objectives and documented in a plan.

The progress of service improvement should be discussed at least weekly in the steering committee.

The progress should be monitored closely by an independent project manager to maintain objectivity.

The service improvement targets should not change until the target is reached, or else no consistency is maintained.

It allows the suppliers to have full visibility of the organization's internal processes.

It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

It forces the organization to adopt a hierarchical management approach.

It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

the use of IT to support the customers business processes

the use of IT to support the organizations internal business processes

the use of IT to support the business processes of suppliers and partners

the use of IT to improve employee satisfaction within the organization