ISO-IEC 20000 Foundation exam

What is not an input to manage continual improvement?A . Governance of process operated by other partiesB . Problem recordsC . Relevant directives from top managementD . Optimized resource utilization or risk reductionView AnswerAnswer: A

Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?A . Technical, information, and financialB . Technical, work areas, and service deskC . Financial, suppliers, and service deskD . Information, suppliers, and work areasView AnswerAnswer: A

During an audit, what is an observation?A . A recommendation that has to be actionedB . A non-fulfillment of a requirementC . A conformity where there is an opportunity for improvementD . A finding against an area which is NOT in the scope of the standardView AnswerAnswer: C

Which statement about the use of technology and tools to achieve and maintain certification is correct?A . The use of technology is mandatoryB . The technology and tools used shall be assessed during the auditsC . Any tools used shall be listed on the ISO catalogue of approved toolsD ....

What is an audit observation?A . A conformity to the standard where there is an opportunity for improvementB . A recommendation that has to be actionedC . A finding against an area which is NOT in the scope of the standardD . A non-fulfilment of a requirementView AnswerAnswer: A

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