ISO-IEC 20000 Foundation exam

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

What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?A . Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are usedB . Organizations can only be certified to one of them at a timeC . Certification of ISO 9001 and ISO/IEC 27001...

Why would organization adopt ISO/TEC 20000?A . To certify their productsB . To certify their servicesC . To review the Service Management System (SMS)D . To confirm that all ITIL guidelines have been implementedView AnswerAnswer: C

at is the difference between a nonconformity and an observation?A . A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvementB . A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by...