A. Start an internal service organization evaluation.

B. Analyze customer satisfaction and identify resulting actions.

C. Review the Service Management System at least annually.

D. Analyze and evaluate the existing situation to identify areas for improvement.

A. customer communication

B. standard products

C. social responsibility

D. employee motivation

A. It provides a guideline for the Quality Management measures that must be taken in an organization to implement a quality policy.

B. It provides a yardstick for the design of a total Quality Management System.

C. It provides Key Performance Indicators (KPIs) upon which service performance can be assessed.

D. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

A. to provide best practice guidance on security management

B. to promote the adoption of an integrated process approach

C. to provide best practice guidance on IT Service Management

D. to promote the adoption of IT governance

A. A collection of activities carried out with minimum effort.

B. A logically related series of activities to deliver a defined objective.

C. A single, repeatable, measurable, activity, with the potential for control.

D. A collection of activities (related or not) moving towards a common goal.

A. to monitor employee performance

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

C. to ensure and improve one's own quality capability

D. to verify whether the defined key performance indicators are actually determined