ISO20KF Exam Questions

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's busine...

Which of the following is used as a set of guidance materials for IT governance?

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

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

What is the purpose of a Problem review?

What is part of the policy for Budgeting and Accounting for IT Services?

Which of the following calculates the number of defects per million opportunities?

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

What can be improved by achieving quality objectives?

What does an IT service definition include?

Which one of the following standards is concerned primarily with security?

Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

When scoping for ISO/IEC 20000, what is it that will be audited for certification?

Who or what should always be informed in case a Release is rejected, delayed or cancelled?

What is required for an implementation of IT Service Management to be successful?

What should not be part of a Service Level Agreement (SLA)?

Which of the following is within the scope of the requirements of ISO/IEC 20000?

Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable. What level of the supply chain must the service provider ma...

The success and failure of Releases shall be measured. What is included in these measurements?

What services can be left out of the Service Catalogue?

According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of t...

What triggers a re-test of the Availability and Service Continuity plans?

What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?

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