ISO20KF Exam Questions

Where would an IT service for the customer normally be defined?

What is required to be included in Release Management procedures according to ISO/IEC 20000?

What should planning for new or changed services include?

What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

What purpose can the ISO/IEC 20000 standard serve?

Why is it important for Service Providers to provide documents and records?

Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

What are the key contents of an IT Service Management System?

Which of the following is Problem Management primarily concerned with?

What is the objective of a Management System?

Which of the aspects listed below is included in ISO/IEC 20000?

Which of the following tasks is assigned to each process manager?

Which of the following must be included within the Service Management plan?

Which service changes should be documented in change records?

What is the added value of a service being delivered?

What is accreditation in the context of ISO/IEC 20000?

Which processes should the Plan, Do, Check, Act methodology be applied to?

What does the concept of "quality" comprise?

What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

What does the standard explicitly recommend to be implemented with Configuration Management?

The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities. How are these service reports used?

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?

Security controls shall be documented. What will the controls be related to?

If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

Which of the following statements is true?

When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process...

Which stakeholder will define service level requirements?

Which of the following is used for the assessment of maturity of organizations?

What is the purpose of CobiT TM ?

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

Which of the following is a best practice concerning Information Security Risk assessment?

What should Quality Management Systems encourage organizations to do?

What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

Which of the following is true of process descriptions?

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

Why are processes required?

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

The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

What is the primary purpose of analyzing Change records?

Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

Which standard describes the fundamental aspects of Quality Management Systems?

What is the objective of the Service Continuity and Availability Management processes?

A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?