What is a purpose of ISO/IEC 20000?

Question

Options

• Ato promote the adoption of an integrated process approach
• Bto promote the adoption of IT governance
• Cto provide best practice guidance on IT Service Management
• Dto provide best practice guidance on security management

• A
  72% (18)
• B
  4% (1)
• C
  16% (4)
• D
  8% (2)

Explanation

ISO/IEC 20000 explicitly states its purpose as promoting the adoption of an integrated process approach to effectively deliver managed services - meaning its core value is how IT service management processes work together as a cohesive whole, not in silos.

Why the distractors are wrong:

• B (IT governance) - Governance frameworks like COBIT own that space; ISO 20000 is about service management processes, not governance structures.
• C (best practice guidance on ITSM) - This describes ITIL, not ISO 20000. ISO 20000 is a certifiable standard with requirements, not guidance. A subtle but critical distinction.
• D (security management) - That's ISO/IEC 27001/27002 territory entirely.

Memory tip: The key word in option A is integrated - ISO 20000 is a formal standard requiring processes to connect and work together. Think of it as the "snap everything together" standard. When you see ISO 20000, think integrated processes; when you see ITIL, think best practice guidance.

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