For which type of organizations is ISO/IEC 20000 appropriate for use?
A . Incorrect. ITIL is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL has been implemented.
B . Correct. This is referenced within the scope of the standard.
C . Incorrect. It is the management system that gets certified not the services.
D . Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL.
What level of Capacity is targeted by Capacity Management?
A . Correct. The objective is to ensure the service provider has sufficient Capacity to meet the current and future agreed demands of the Customer's business needs.
B . Incorrect. There is no objective to meet all demands but to meet agreed demands.
C . Incorrect. There is no specific mention of development and operational requirements.
D . Incorrect. The objective is to provide sufficient Capacity to meet current demands but also agreed future demands.
What does a quality policy aim to define?
A . Correct. A statement defined to deliver focus to the organization.
B . Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.
C . Incorrect. These detail the needs of the Quality Management System, not of the policy.
D . Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.
What is the recommendation with regard to the implementation of an emergency Change?
A . Incorrect. The authorization of the emergency Change is part of the process and there is no recommendation about who does this.
B . Incorrect. It is not recommended to bypass the whole process although some activities may be bypassed and covered later.
C . Incorrect. There is a requirement for a separate policy for emergency Changes but not a recommendation for a separate process.
D . Correct. It is recommended that the Change process should be followed where possible although any activities bypassed should be undertaken as soon as possible.
For which type of organizations is ISO/IEC 20000 appropriate for use?
A . Incorrect. ITIL is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL has been implemented.
B . Correct. This is referenced within the scope of the standard.
C . Incorrect. It is the management system that gets certified not the services.
D . Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL.
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