ISO-IEC 20000 Foundation

Which is not an example of configuration information for a CI?A . Relationship with other CisB . Unique identificationC . Feature of a serviceD . StatusView AnswerAnswer: C

What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?A . ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focusedB . ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a...

How can an organization determine the effectiveness of the service level management process?A . By monitoring service level targetsB . By defining service levelsC . By checking contracts with suppliersD . By reporting on all incidentsView AnswerAnswer: A

How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?A . OneB . TwoC . ThreeD . FiveView AnswerAnswer: C

What should be done to handle risks and opportunities?A . Avoid, reduce, and transferB . Plan, do, check, and act using Deming's cycleC . Record, classify, fulfill, and closeD . Determine, document, and plan actionsView AnswerAnswer: D

What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?A . To ensure that supplier processes and procedures are definedB . To ensure that contracts with external suppliers are accessed for alignment against SLAs of customersC . To ensure that subcontracted suppliers meet contractual requirements...

Which would NOT be included in a service management plan?A . Service desk contact details and hours of serviceB . Technology used to support the service management systemC . Resources required to operate the service management systemD . List of servicesView AnswerAnswer: A

ISO/IEC 20000-1 can be applicable to a service provider:A . Only if its customers have demonstrated conformity to ISO/IEC 20000 requirementsB . Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirementsC . Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirementsD . Even if its customers...

What is the intent of incident management?A . To restore services as quickly as possibleB . To match new incidents to known errorsC . To track problems into the known error databaseD . To communicate with customers as to future service disruptionsView AnswerAnswer: A

What is the purpose of information security controls?A . To enforce the information security policyB . To monitor information security incidentsC . To control access to the servicesD . To address identified information security risksView AnswerAnswer: D