Free ISO-ITSM-001 – ISO 20000 - ITSM Certificate Practice Test Question

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• ○ IT service management quality
• ○ Financial accounting practice standards
• ○ Building construction safety rules
• ○ Pharmaceutical testing procedures only

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• ○ ITIL version two guidance
• ○ BS 15000 British standard
• ○ COBIT framework edition five
• ○ PRINCE2 project method standard

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• ○ Best practice guidance only
• ○ Case studies of providers
• ○ Formal specification of requirements
• ○ Glossary of service terms

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• ○ Formal auditable requirements only
• ○ Certification fee schedules only
• ○ Exam question examples only
• ○ Code of practice guidance

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• ○ Integrated process approach overall
• ○ Isolated departmental working approach
• ○ Unmanaged ad hoc approach
• ○ Purely technological automation approach

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• ○ Ongoing control of services
• ○ Opportunities for continuing improvement
• ○ Guaranteed elimination of incidents
• ○ Replacement of all IT staff

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Answer is in the explanation below.

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• ○ Single helpdesk software application
• ○ Coordinated processes delivering services
• ○ Departmental organisation chart only
• ○ Annual service budget document

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• ○ Unrecorded verbal work instructions
• ○ Service management policy established
• ○ Individual improvised service methods
• ○ Defined processes and procedures

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• ○ Popularity of service offerings
• ○ Decorative quality of reports
• ○ Confidentiality of sensitive information
• ○ Availability of needed information