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ISO20KF – ISO / IEC 20000 Foundation

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Showing 7–9 of 10 questions

Question 7

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

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    It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
    Incorrect. Producing documents should never be a goal solely to become ISO/IEC20000 compliant.

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    to be able to uniquely identify and record all Configuration Items (CIs) in the
    Configuration Management Database (CMDB)
    Incorrect. This is part of Configuration Management.

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    to ensure effective planning, operation and control of Service Management
    Correct. To manage Service Management, documents and records are needed. As aresult, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

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    to ensure employees are aware of the relevance and importance of their work activities



    Incorrect. This is part of competence, awareness and training and is not relevant todocumentation.



Question 8

Which standard describes the fundamental aspects of Quality Management Systems?

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    ISO 9000
    Correct. ISO 9000 is part of a family of standards for Quality Management Systems.

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    ISO/IEC 15504
    Incorrect. ISO/IEC 15504 is the Process Assessment standard.

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    ISO/IEC 20000
    Incorrect. ISO/IEC 20000 is the IT Service Management standard focused on the IT Service Management System.

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    ISO/IEC 27001



    Incorrect. ISO/IEC 27001 his is the Security Management standard focused on the Security Management System



Question 9

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

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    through the Business Relationship Management process
    Incorrect. The Business Relationship Management process is responsible for setting up service review meetings to discuss changes to the service scope, SLA, contract etc. Changes to the contract(s) resulting from these meetings will be subject to the Change Management process.

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    through the Change Management process
    Correct. Any changes to the contract shall be subject to the Change Management process.

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    through the Customer representative
    Incorrect. These representatives will be involved via other processes (e.g. Business Relationship Management process).

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    through the Supplier Management process



    Incorrect. Supplier Management is responsible for having a process in place for a major review of the contract. Any changes to the contract shall be subject to the Change Management process.