ISO / IEC 20000 Foundation v6.0 (ISO20KF)

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Total 121 questions

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

  • A. to be able to charge to the correct users of the service
  • B. to be able to provide reports to management
  • C. to prevent repetitive occurrence of Incidents
  • D. to provide input to the Capacity Database


Answer : C

During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

  • A. the Auditor
  • B. the Business Relationship process owner
  • C. the Senior responsible owner
  • D. the Service Level Manager


Answer : C

While planning for service improvements, what is an important best practice to consider?

  • A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
  • B. The progress of service improvement should be discussed at least weekly in the steering committee.
  • C. The progress should be monitored closely by an independent project manager to maintain objectivity.
  • D. The service improvement targets should not change until the target is reached, or else no consistency is maintained.


Answer : A

What should planning for a new or changed service consider?

  • A. a complete review of all recent security breaches
  • B. Known Errors to file systems
  • C. the existing service levels
  • D. verification that the appropriate level of testing is completed


Answer : C

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

  • A. Incidents
  • B. Known Errors
  • C. Licenses
  • D. Requests for Change (RFCs)


Answer : C

All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

  • A. a formal closure of services
  • B. a major Incident
  • C. a Service Level Agreement failure
  • D. an identified Problem


Answer : A

Customer satisfaction measurement is an important activity in the Business Relationship
Management process. What is the objective of Customer satisfaction measurement?

  • A. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
  • B. to gather information about potential new services that might be interesting for the end users of the services
  • C. to optimize the resolution processes so that service levels are exceeded
  • D. to reduce Incidents during the service delivery process


Answer : A

How should the requirements for Service Continuity and Availability be identified?

  • A. This should be calculated based upon historical data for major Incidents and their consequences for the organization.
  • B. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
  • C. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
  • D. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.


Answer : C

Where are agreements regarding Service Delivery and its relationship to Security
Management recorded?

  • A. in a Capacity Plan
  • B. in a Configuration Management Database (CMDB)
  • C. in a Definitive Software Library (DSL)
  • D. in a Service Level Agreement (SLA)


Answer : D

When should the final closure of an Incident record be completed?

  • A. when all relevant information for classification and routing has been entered
  • B. when the Incident has been dispatched outside the Service Desk department
  • C. when the Incident is solved and normal operation is restored
  • D. when the initiating user has been given the opportunity to confirm that the service is restored


Answer : D

Who has a responsibility in continual improvement?

  • A. the customer
  • B. all employees
  • C. Quality experts only
  • D. Management only


Answer : B

What is a benefit to an organization when the services are delivered according to ISO/IEC
20000?

  • A. The environmental needs of the employees in the organization are well looked after.
  • B. The organization becomes more customer focused.
  • C. The organization behaves in a socially responsible way.
  • D. The organization has less suppliers to deal with.


Answer : B

What purpose does implementation of a Quality Management System as per ISO/IEC
20000 serve?

  • A. It allows the suppliers to have full visibility of the organization's internal processes.
  • B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
  • C. It forces the organization to adopt a hierarchical management approach.
  • D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.


Answer : D

Which of the following is true of process descriptions?

  • A. They express the level of compliance with the requested quality characteristics.
  • B. They represent a complete set of monitoring options.
  • C. They describe vertical and horizontal escalation options.
  • D. They complement descriptions of structural and organizational roles and responsibilities.


Answer : D

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

  • A. it must be available in at least one hard copy and approved
  • B. it must include the documented procedures specified by the standard
  • C. it must include the scope of the organization's service management plan
  • D. It must never include any know-how of the organization


Answer : C

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Total 121 questions