A. Incorrect. Outsourcing Change Management is insufficient evidence to show top management commitment.

B. Incorrect. This is not sufficient action to ensure that commitment from top management is visible.

C. Incorrect. Taking part in the planning of new services is insufficient action to ensure that commitment from top management is visible.

D. Correct. Top management can make their commitment visible by showing strong leadership and taking firm actions.

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.

A. Correct. This clause is part of the standard.

B. Incorrect. This is part of Plan Service Management (Plan), and not relevant after new or changed services have been implemented.

C. Incorrect. According to the standard a PIR is a necessity. Doing nothing additional is no option.

D. Incorrect. This clause is part of Change Management. And this should already be in place or defined before implementing.

A. Correct. If tools are used to support a process, there is a need to define them.

B. Incorrect. This is a requirement of Capacity Management (6.5c) and not of the plan to implement Service Management.

C. Incorrect. The plan does require that tools are defined if used.

D. Incorrect. There is no requirement that every individual process must be supported by a tool.

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.

A. Correct. A first-party audit is conducted for internal purposes.

B. Incorrect. A second party audit will be conducted by Customers of the organization or by other persons on behalf of the Customers.

C. Incorrect. The third party audit will be conducted by external independent organizations.

D. Incorrect. The fourth party audit is not a known concept.

A. Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

B. Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C. Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

D. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

A. Correct. The scope statement shows what the management system was tested against in order to award certification.

B. Incorrect. Only one company can be awarded a certificate (single legal entity).

C. Incorrect. It is the management system that is being certified not the services.

D. Incorrect. All processes within the scope of the standard must be audited.