ISO-IEC-20000-Foundation Practice Exam Questions and Answers

A.  

To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances

B.  

To ensure that potential service continuity issues are predicted and preventive action taken

C.  

To ensure that service continuity plans are tested in accordance with business needs

D.  

To ensure that service continuity requirements are fully defined and agreed in service level agreements

A.  

They should be shared with the customers

B.  

They should be left unchanged, even if services change

C.  

They should be consistent with the service management policy

D.  

They should be easy to realize

A.  

A reduction in the quality of a service

B.  

A request for access to a service

C.  

An unplanned interruption to a service

D.  

An event that has NOT yet impacted the service to the customer

A.  

Relationship with other Cis

B.  

Unique identification

C.  

Feature of a service

D.  

Status

A.  

Record, prioritize, resolve, close

B.  

Record, prioritize, fulfill, close

C.  

Prioritize, escalate, resolve, close

D.  

Record, classify, escalate, close

A.  

By coordinate activities with other parties involved in the service lifecycle

B.  

By appointing a designated individual who is responsible for managing the relationship with the external supplier

C.  

By agreeing the scope of the services to be delivered by the external supplier

D.  

By signing a contract with the external supplier

A.  

ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused

B.  

ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

C.  

An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

D.  

It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

A.  

Technical, information, and financial

B.  

Technical, work areas, and service desk

C.  

Financial, suppliers, and service desk

D.  

Information, suppliers, and work areas

A.  

Avoid, reduce, and transfer

B.  

Plan, do, check, and act using Deming's cycle

C.  

Record, classify, fulfill, and close

D.  

Determine, document, and plan actions

A.  

A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement

B.  

A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor

C.  

They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted

D.  

They are different names for the same thing