ISO20KF – ISO / IEC 20000 Foundation

Select an option, then click Submit answer.

• ○

  The environmental needs of the employees in the organization are well looked after.
  Incorrect. The ISO/IEC 20000 standard is driven by the business needs of the customer,not the environmental needs of the employees of the organization.

• ○

  The organization becomes more process focused and thereby more efficient.
  Correct. ISO/IEC 20000 is a process-based standard. The service management processes covered in the standard deliver the best possible service to meet a customer's business needs within agreed resource levels.

• ○

  The organization behaves in a socially responsible way.
  Incorrect. The ISO/IEC 20000 standard focuses on meeting the business needs of the customer via a process-based approach. The social behavior of the organization is not considered.

• ○

  The organization has less suppliers to deal with.
  
  
  
  Incorrect. Compliance to the ISO/IEC 20000 standard will ensure that suppliers are effectively managed, however delivering services according to ISO/IEC 20000 does not mean that there are less suppliers to deal with.
  
  
  
  

Select an option, then click Submit answer.

• ○

  Availability Management

• ○

  Capacity Management

• ○

  Financial Management for IT Services

• ○

  IT Service Continuity Management
  
  
  

Select an option, then click Submit answer.

• ○

  They express the level of compliance with the requested quality characteristics.

• ○

  They represent a complete set of monitoring options.

• ○

  They describe vertical and horizontal escalation options.

• ○

  They complement descriptions of structural and organizational roles and responsibilities.