Free ISO20KF – ISO / IEC 20000 Foundation Practice Test Question

Select an option, then click Submit answer.

• ○

  a complete review of all recent security breaches

• ○

  Known Errors to file systems

• ○

  the existing service levels

• ○

  verification that the appropriate level of testing is completed
  
  
  

Select an option, then click Submit answer.

• ○

  incidental services that are seldom delivered

• ○

  network-related services

• ○

  services that are delivered to less then 10% of the Customers

• ○

  no services
  
  
  

Select an option, then click Submit answer.

• ○

  it must be available in at least one hard copy and approved

• ○

  it must include the documented procedures specified by the standard

• ○

  it must include the scope of the organization's service management plan

• ○

  It must never include any know-how of the organization
  
  
  

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.
  
  
  

Select an option, then click Submit answer.

• ○

  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.

• ○

  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.

• ○

  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.

• ○

  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.
  
  
  
  

Select an option, then click Submit answer.

• ○

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

• ○

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

• ○

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

• ○

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

Select an option, then click Submit answer.

• ○

  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.

• ○

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

• ○

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

• ○

  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.
  
  
  
  

Select an option, then click Submit answer.

• ○

  An external independent organization

• ○

  Customers of the IT Service Management organization

• ○

  Other persons on behalf of the Customer

• ○

  The IT Service Management organization itself