ISO20KF Exam Questions
125 real ISO20KF exam questions with expert-verified answers and explanations. Page 1 of 3.
- Question #1
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, m...
- Question #2
Which statement below is not a purpose of Supplier Management procedures?
- Question #3
Who conducts the "first party audit"?
- Question #4
What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
- Question #5
What is mandatory to define in the Incident Management procedures?
- Question #6
Which of the following is a best practice for Capacity Management?
- Question #7
An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's bu...
- Question #8
Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations...
- Question #9
Which of the following is a benefit of ISO/IEC 20000 certification?
- Question #10
What is the objective of Service Level Management?
- Question #11
It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?
- Question #13
What is a Configuration Baseline?
- Question #14
What is the objective of planning and implementing new or changed services?
- Question #15
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
- Question #16
What is a purpose of ISO/IEC 20000?
- Question #17
Having a policy that defines and manages customer complaints is a key element of Business Relationship Management. According to ISO/IEC 20000-1, what actions should a service provi...
- Question #18
One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?
- Question #19
The contents of a service must be agreed between the service provider and the interested parties. Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service...
- Question #20
While planning for service improvements, what is an important best practice to consider?
- Question #21
What should planning for a new or changed service consider?
- Question #22
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
- Question #23
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?
- Question #24
Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?
- Question #25
How should the requirements for Service Continuity and Availability be identified?
- Question #26
Where are agreements regarding Service Delivery and its relationship to Security Management recorded?
- Question #27
When should the final closure of an Incident record be completed?
- Question #28
Who has a responsibility in continual improvement?
- Question #29
What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
- Question #30
What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
- Question #31
What is the objective of IT Service Management?
- Question #32
To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?
- Question #33
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
- Question #34
Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?
- Question #35
What is the certification audit primarily based on?
- Question #36
What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
- Question #37
Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?
- Question #38
What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?
- Question #39
What details should be recorded as a baseline prior to implementing a plan for service improvement?
- Question #40
What is SixSigma?
- Question #41
How should the Deming cycle be used?
- Question #42
What is the definition of Availability?
- Question #43
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
- Question #44
What is the recommendation with regard to the implementation of an emergency Change?
- Question #45
For which type of organizations is ISO/IEC 20000 appropriate for use?
- Question #46
Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?
- Question #47
What level of Capacity is targeted by Capacity Management?
- Question #48
What does a quality policy aim to define?
- Question #49
Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?
- Question #50
In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
- Question #51
Why is a scope statement for ISO/IEC 20000 important?