ISO20KF Exam Questions

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...

Which statement below is not a purpose of Supplier Management procedures?

Who conducts the "first party audit"?

What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

What is mandatory to define in the Incident Management procedures?

Which of the following is a best practice for Capacity Management?

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...

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...

Which of the following is a benefit of ISO/IEC 20000 certification?

What is the objective of Service Level Management?

It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

What is a Configuration Baseline?

What is the objective of planning and implementing new or changed services?

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?

What is a purpose of ISO/IEC 20000?

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...

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?

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...

While planning for service improvements, what is an important best practice to consider?

What should planning for a new or changed service consider?

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

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?

Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

How should the requirements for Service Continuity and Availability be identified?

Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

When should the final closure of an Incident record be completed?

Who has a responsibility in continual improvement?

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

What is the objective of IT Service Management?

To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

What is the certification audit primarily based on?

What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

What details should be recorded as a baseline prior to implementing a plan for service improvement?

What is SixSigma?

How should the Deming cycle be used?

What is the definition of Availability?

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?

What is the recommendation with regard to the implementation of an emergency Change?

For which type of organizations is ISO/IEC 20000 appropriate for use?

Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

What level of Capacity is targeted by Capacity Management?

What does a quality policy aim to define?

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?

In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

Why is a scope statement for ISO/IEC 20000 important?