ITSM20F IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Questions and Answers

constant quality

incorporating technological innovations

innovating the way services are provided

methodological order based on best practices

CMMI®

CobIT™

ITIL®

MOF

A series of activities that can be assessed in advance by a provider and customer

Achieving a 99.999% continuous level of availability

Meeting stated customer requirements and expectations

Providing a cost-effective service

As soon as the impact analysis has been discussed by the members of the Change Advisory Board

As soon as there is a correct network plan for the change

As soon as the Request for Change (RFC) has been formally authorized

As soon as the Request for Change (RFC) has been classified

Availability Management

Incident Management

Service Desk

Service Level Management

A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

Decisions about service provision should be based on cost effectiveness comparisons.

The resilience of the infrastructure components should be measured and included in the Capacity plan.

The Service Catalog should be maintained and kept up-to-date.

Protecting the information against unauthorized use

Monitoring the access to information

The accuracy, completeness and correctness of the information

Screening the support staff on their loyalty to the IT organization

Information Security Management to specifically focus on managing Information Security effective within all information systems.

Management with appropriate authority shall approve an Information Security policy.

Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

Security Incidents shall only be reported and recorded if they affect more than one user