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An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
A . Correct. The quality policy and quality objectives need to be agreed with more people, not only with the Change Manager.
B . Incorrect. This is a step involved in developing and implementing a Quality Management System.
C . Incorrect. This is a step involved in developing and implementing a Quality Management System.
D . Incorrect. This is a step involved in developing and implementing a Quality Management System.
Which of the following is used as a set of guidance materials for IT governance?
A . Correct. CobiTTM is ISACA's guidance for IT governance.
B . Incorrect. ISO 9000 is the generic Quality Management System standard.
C . Incorrect. ISO/IEC 20000 is the IT Service Management standard.
D . Incorrect. MOF is the service management framework from Microsoft.
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
A . Incorrect. This is part of Change Management as opposed to Release Management.
B . Incorrect. This is part of the documentation procedure, not of the roll-out, distribution and installation.
C . Correct. This is a best practice according to the standard.
D . Incorrect. This is part of Release verification and acceptance.
Why is it important for Service Providers to provide documents and records?
A . Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
B . Incorrect. This is part of Configuration Management.
C . Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
D . Incorrect. This is part of competence, awareness and training and is not relevant to documentation.
The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?
A . Incorrect. This action is taken during the Plan phase of the methodology.
B . Incorrect. This action is taken during the Do phase of the methodology.
C . Incorrect. These are the actions taken during the Check phase.
D . Correct. This action is taken during the Act phase of the methodology.
