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ISO-IEC-20000-Foundation ISO/IEC 20000 Foundation Exam Questions and Answers

Questions 4

Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?

Options:

A.

The external supplier

B.

The service provider's business relationship manager

C.

The service provider's contract manager

D.

The sub-contracted supplier

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Questions 5

A release is tested before deployment. The release fails the test because it does not meet the acceptance criteria. According to the standard, what must happen?

Options:

A.

The release should be stopped and rejected so another team can fix it

B.

The change advisory board (CAB) should meet and decide whether to deploy or not

C.

The organization should decide on necessary actions and deployment

D.

The operations team should make the decision to safeguard the live environment

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Questions 6

How can an organization determine the effectiveness of the service level management process?

Options:

A.

By monitoring service level targets

B.

By defining service levels

C.

By checking contracts with suppliers

D.

By reporting on all incidents

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Questions 7

Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".

Options:

A.

proposal for a new service

B.

access to a service

C.

update to a configuration item

D.

change of scope

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Questions 8

What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

Options:

A.

To ensure that a process exists for the procurement of suppliers

B.

To ensure that supplier processes and procedures are defined

C.

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

D.

To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers

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Questions 9

Which would NOT be included in a service management plan?

Options:

A.

Service desk contact details and hours of service

B.

Technology used to support the service management system

C.

Resources required to operate the service management system

D.

List of services

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Questions 10

During an audit, what is an observation?

Options:

A.

A recommendation that has to be actioned

B.

A non-fulfillment of a requirement

C.

A conformity where there is an opportunity for improvement

D.

A finding against an area which is NOT in the scope of the standard

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Questions 11

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

Options:

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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Questions 12

How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?

Options:

A.

One

B.

Two

C.

Three

D.

Five

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Questions 13

To which other process is service design and transition most related?

Options:

A.

Continual improvement

B.

Change management

C.

Incident management

D.

Asset management

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Questions 14

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

Options:

A.

Internal audit

B.

Recertificat ion audit

C.

Surveillance audit

D.

Gap analysis audit

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Questions 15

When managing a major incident, what is one of the activities that needs to be performed?

Options:

A.

Keep top management informed

B.

Initiate problem management activities

C.

Escalate the incident

D.

Involve the customer

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Exam Name: ISO/IEC 20000 Foundation Exam
Last Update: Dec 5, 2024
Questions: 53

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