By Ivanka Menken, Gerard Blokdijk
Whole ISO/IEC 20000 beginning Certification examination prep 136 web page research consultant plus supplemental interactive eLearn direction, together with in-depth assurance of all examination goals, narrated PowerPoint displays & multiple-choice checks.
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Extra info for ISO/IEC 20000 Foundation Complete Certification Kit
Sample text
The achievement of that objective must be demonstrated for compliance with the ISO/IEC 20000 standard. 3 54 Interfaces with Other Processes Examples of what Service Continuity & Availability Management shall do: * Availability and service continuity requirements, including access rights, response times and end-to-end availability of system components, are identified on the basis of business plans, SLAs and risks assessments. * Availability is measured and recorded. Any unplanned non-availability is investigated and appropriate actions taken.
The A rt o f Se rvice 52 ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide Stage 1 Initiation Define Scope of BCM Business Impact Analysis Stage 2 Requirements & Strategy Risk Assessment Business Continuity Strategy Stage 3 Implementation Organization & Impl. planning Stand -by Arrangements & Risk Reduction Measures Recovery Plans & Procedures Perform Testing InitialInitial Testing Stage 4 Operational Management Education & Awareness Review & Audit Testing Change Management Assurance The diagram above shows the four stages of ITSCM, incorporating each of the activities that take place to ensure that IT organizations are as prepared and organized as possible in the event of a disaster situation.
The PDCA cycle is also known as the Deming cycle. T F ©The A rt o f Se rvice ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 40 5. What is the objective for the planning and implementation of new or changed services? a) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality b) To plan the implementation and delivery of service management c) To define, agree, record and manage levels of service d) To establish and maintain a good relationship between the service provider and the customer Answers to all questions can be found in Chapter 12.