A. Incorrect. The IT Framework provides a structure for service management but would not define the service itself. B. Incorrect. The OLA would define a support arrangement behind the prime customer service. C. Correct. The Service Catalog or the SLA would define the service for the customer. D. Incorrect. The Service Report would provide details of service performance not define the service. QUESTION:110 What is required to be included in Release Management procedures according to ISO/IEC 20000? A. the authorization and implementation of emergency Changes B. the investigation and prevention of Security Incidents C. the recording of all reported Incidents D. the updating and changing of configuration information and Change records Answer:D Explanation:A. Incorrect. This is part of the Change Management procedures. B. Incorrect. This is part of the Information Security Management procedures. C. Incorrect. This is part of the Incident Management procedures. D. Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.