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ISO-IEC-20000-Foundation Questions and Answers

Question # 6

Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

A.

Internal audit

B.

Recertificat ion audit

C.

Surveillance audit

D.

Gap analysis audit

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Question # 7

What is the purpose of information security controls?

A.

To enforce the information security policy

B.

To monitor information security incidents

C.

To control access to the services

D.

To address identified information security risks

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Question # 8

Which statement about the use of technology and tools to achieve and maintain certification is correct?

A.

The use of technology is mandatory

B.

The technology and tools used shall be assessed during the audits

C.

Any tools used shall be listed on the ISO catalogue of approved tools

D.

The data reported from the tools can be used to provide evidence for audits

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Question # 9

Which event is NOT part of the definition of an incident?

A.

A reduction in the quality of a service

B.

A request for access to a service

C.

An unplanned interruption to a service

D.

An event that has NOT yet impacted the service to the customer

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Question # 10

Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services.

A.

name of the organization

B.

names of suppliers involved in

C.

number of resources required for

D.

service management processes used for

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Question # 11

What is the value of good service management?

A.

It allows an organization to be certified, which always adds value for the business

B.

It provides a structure for service provisioning that can be adapted to the culture of the organization

C.

ensures people to comply with service level agreements (SLAS) using documented information

D.

It offers prescriptive guidance that allows the organization to create efficient processes.

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Question # 12

Which is not an example of configuration information for a CI?

A.

Relationship with other Cis

B.

Unique identification

C.

Feature of a service

D.

Status

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Question # 13

To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

A.

The interfaces between the business processes

B.

The technology to support the service management system

C.

The service continuity procedures

D.

The procedure for dealing with emergency releases

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Question # 14

What do the principles Adapt and Adopt mean?

A.

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization's needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

B.

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

C.

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

D.

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

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Question # 15

How are ISO/IEC 20000 Parts 1, 2, and 3 used?

A.

Parts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way

B.

Part 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider

C.

A typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3

D.

It is mandatory for a service provider to conform to all parts of the standard

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