Massive Summer Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: netdisc

Exin ISO20KF ISO / IEC 20000 Foundation Exam Practice Test

Demo: 17 questions
Total 116 questions

ISO / IEC 20000 Foundation Questions and Answers

Question 1

Which of the following calculates the number of defects per million opportunities?

Options:

A.

CobIT TM

B.

ITIL

C.

MOF

D.

Six Sigma

Question 2

How should the Deming cycle be used?

Options:

A.

as a model for continual improvement

B.

as a model for customer orientation

C.

as a model to be used during the design phase of the service

D.

as a model to calculate the costs of service improvement

Question 3

Which of the following is used for the assessment of maturity of organizations?

Options:

A.

CMMI

B.

CobIT

TM

C.

ITIL

D.

MOF

Question 4

What services can be left out of the Service Catalogue?

Options:

A.

incidental services that are seldom delivered

B.

network-related services

C.

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

D.

no services

Question 5

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

Options:

A.

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

B.

it must include the documented procedures specified by the standard

C.

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

D.

It must never include any know-how of the organization

Question 6

All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

Options:

A.

a formal closure of services

B.

a major Incident

C.

a Service Level Agreement failure

D.

an identified Problem

Question 7

Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

Options:

A.

the available skills

B.

the competing requirements for resources

C.

the effort/cost to provide the method of resolution

D.

the number of previously reported Incidents for the particular Configuration Item (CI)

Question 8

During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

Options:

A.

the Auditor

B.

the Business Relationship process owner

C.

the Senior responsible owner

D.

the Service Level Manager

Question 9

Who conducts the "first party audit"?

Options:

A.

An external independent organization

B.

Customers of the IT Service Management organization

C.

Other persons on behalf of the Customer

D.

The IT Service Management organization itself

Question 10

What is the definition of Availability?

Options:

A.

a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

B.

a snapshot of the state of a service or individual Configuration Item (CI) at a point in time

C.

any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

D.

the ability of a component or service to perform its required function at a stated instant or over a stated period of time

Question 11

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

Options:

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

Question 12

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

Options:

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

Question 13

For which type of organizations is ISO/IEC 20000 appropriate for use?

Options:

A.

for organizations to confirm that all of the ITIL® guidelines have been implemented

B.

for organizations which need to demonstrate alignment to customer requirements

C.

for organizations wishing to certify their services

D.

for tool vendors to specify the Service Provider's processes

Question 14

Why is a scope statement for ISO/IEC 20000 important?

Options:

A.

It defines what the management system has been certified against

B.

It details all of the companies that have been certified

C.

It details all of the services that have been certified

D.

It identifies which processes have been excluded from the scope

Question 15

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

Options:

A.

a decision taking group

B.

the Change Advisory Board (CAB)

C.

the senior customer representative

D.

the service managers

Question 16

What does a quality policy aim to define?

Options:

A.

the formally expressed quality intentions and direction of an organization

B.

the legal obligations that the organization must fulfill

C.

the requirements of ISO/IEC 20000

D.

the requirements of the customer as stated in the Service Level Agreement (SLA)

Question 17

Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

Options:

A.

First party audit

B.

Second party audit

C.

Third party audit

D.

Fourth party audit

Demo: 17 questions
Total 116 questions