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Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A. Documentation should be kept at least five years for auditing purposes.

B. Documentation should be protected from damage due to IT related disasters.

C. Documentation should be stored at a central place and be only accessible via procedures

D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

What is the purpose of CobiTTM?

A. to provide a high level process model that organizes a broad range of IT activities

B. to provide a set of detailed practices on how to implement processes and is therefore well suited as aprocess implementation tool

C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley(SOX) requirements

D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

What defines Service Quality'?

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

B. Achieving a 99.999% continuous level of availability

C. Meeting stated customer requirements and expectations

D. Providing a cost-effective service

What can be improved by achieving quality objectives?

A. Effectiveness of the service

B. Personal satisfaction of the Configuration Manager

C. Relationship with interested suppliers

D. Relationship with unauthorized patties

What is the aim of an internal audit?

A. To ensure and improve one's own quality capability

B. To instruct all employees that quality-related requirements must be observed

C. To monitor employee performance

D. To verify whether the defined key performance indicators (KPIs) are actually determined