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ISO/IEC 20000 Foundation

This document contains 116 multiple choice questions related to the ISO/IEC 20000 Foundation exam. Each question is followed by an explanation of the answer. The questions cover a range of topics including service management processes, service level agreements, configuration management, change management, release management, and the purpose and requirements of the ISO/IEC 20000 standard.

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Dapo Orimoloye
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153 views6 pages

ISO/IEC 20000 Foundation

This document contains 116 multiple choice questions related to the ISO/IEC 20000 Foundation exam. Each question is followed by an explanation of the answer. The questions cover a range of topics including service management processes, service level agreements, configuration management, change management, release management, and the purpose and requirements of the ISO/IEC 20000 standard.

Uploaded by

Dapo Orimoloye
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Exin

EX0-103
ISO/IEC 20000 Foundation

http://killexams.com/exam-detail/EX0-103
Explanation:
A. Incorrect. The IT Framework provides a structure for service management but
would not define the service itself.
B. Incorrect. The OLA would define a support arrangement behind the prime customer
service.
C. Correct. The Service Catalog or the SLA would define the service for the customer.
D. Incorrect. The Service Report would provide details of service performance not
define the service.

QUESTION: 110
What is required to be included in Release Management procedures according to
ISO/IEC 20000?

A. the authorization and implementation of emergency Changes


B. the investigation and prevention of Security Incidents
C. the recording of all reported Incidents
D. the updating and changing of configuration information and Change records

Answer: D

Explanation:
A. Incorrect. This is part of the Change Management procedures.
B. Incorrect. This is part of the Information Security Management procedures.
C. Incorrect. This is part of the Incident Management procedures.
D. Correct. According to the standard this is a requirement. Release management
procedures shall include the updating and changing of configuration information and
Change records.

QUESTION: 111

What should planning for new or changed services include?

A. budgets and staff resources


B. major non-conformities to all Underpinning Contracts (UCs)
C. recent Problems and Known Errors in the desktop environment
D. trends in Capacity growth of the current applications

Answer: A

Explanation:
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A. Correct. When planning new or changed services it should be considered how this
affects the budget and workload.
B. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to
planning for new or changed services.
C. Incorrect. Recent Problems and Known Errors in the desktop environment have
normally no relation to planning for new or changed services.
D. Incorrect. This indicates the Capacity growth for current applications, it does not
need to provide any relevant information for new or changed services.

QUESTION: 112
What is required to be included in proposals for new or changed services according to
ISO/IEC 20000?

A. an updated Operational Level Agreement


B. cost, organizational, technical and commercial impact
C. the policies, plans and procedures of each process or set of processes
D. the Service Management plan

Answer: B

Explanation:
A. Incorrect. This is not relevant.
B. Correct. This is part of the standard.
C. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de
PDCA methodology ). This is no part of the proposals for new or changed services.
D. Incorrect. This plan is much broader than only new or changed services.

QUESTION: 113

What purpose can the ISO/IEC 20000 standard serve?

A. It defines specific Key Performance Indicators (KPIs) upon which service


performance can be assessed.
B. It defines the requirements to be satisfied in a certification audit.
C. It helps to decide on the requirements that need to be verified within the scope of a
supply agreement.
D. It provides a yardstick for the design of a Total Quality Management System.

Answer: B

Explanation:
A. Incorrect. The standard requires that service performance is assessed by monitoring
and reporting against service level targets. However, it does not define specific KPIs,
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as these will differ depending upon the situation (organization, services, agreed targets
etc).
B. Correct. The Specification (Part 1) of the standard defines the requirements to be
satisfied in a certification audit.
C. Incorrect. The requirements need to be driven by the business needs of the
customer, not by the standard. The standard can help to ensure that suppliers are
managed towards the provision of quality services.
D. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification
(Part 1) of the standard defines the requirements to be satisfied in a certification audit.

QUESTION: 114

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

A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.


B. to be able to uniquely identify and record all Configuration Items (CIs) in the
Configuration Management Database (CMDB)
C. to ensure effective planning, operation and control of Service Management
D. to ensure employees are aware of the relevance and importance of their work
activities

Answer: C

Explanation:
A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC
20000 compliant.
B. Incorrect. This is part of Configuration Management.
C. Correct. To manage Service Management, documents and records are needed. As a
result, the Service Provider has evidence that it is in control. Producing documents
should never be a goal solely to become ISO/IEC 20000 compliant.
D. Incorrect. This is part of competence, awareness and training and is not relevant to
documentation.

QUESTION: 115
Who should be recommended to support the Senior Responsible Owner in his/her
responsibility for the delivery of the management system?

A. a decision taking group


B. the Change Advisory Board (CAB)
C. the senior customer representative
D. the service managers

Answer: A
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Explanation:
A. Correct. The standard states that the Senior Responsible Owner should be supported
by a decision taking group with sufficient authority to define policy and to enforce
decisions.
B. Incorrect. The Change Advisory Board is an important group with a specific
function which is not as wide as the management system.
C. Incorrect. The senior customer representative may provide input to requirements for
the management system but will not be responsible for its delivery.
D. Incorrect. The service managers will implement the management system that is the
responsibility of the Senior Responsible Owner.

QUESTION: 116

What are the key contents of an IT Service Management System?

A. a software system for the ticket system


B. a software system to monitor the key performance indicators (KPIs)
C. definition of corporate measures to achieve the required level of quality
D. systematic processes for ticket recording and follow-up only

Answer: C

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