Try Free and Start Using Realistic Verified ISO-IEC-20000-Foundation Dumps Instantly [Q12-Q34]

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Try Free and Start Using Realistic Verified ISO-IEC-20000-Foundation Dumps Instantly

ISO-IEC-20000-Foundation Actual Questions – Instant Download 55 Questions

PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	Fundamental Concepts and Principles of Service Management and the SMS Based on ISO IEC 20000-1:
Topic 2	This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.
Topic 3	ISO IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.

QUESTION 12
Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

Technical, information, and financial

Technical, work areas, and service desk

Financial, suppliers, and service desk

Information, suppliers, and work areas

QUESTION 13
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.

name of the organization

names of suppliers involved in

number of resources required for

service management processes used for

QUESTION 14
at is the difference between a nonconformity and an observation?

A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement

A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor

They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted

They are different names for the same thing

QUESTION 15
Which would NOT be included in a service management plan?

Service desk contact details and hours of service

Technology used to support the service management system

Resources required to operate the service management system

List of services

QUESTION 16
What is the intent of the service availability management process?

To ensure that agreed levels of service commitments to customers can be met in all circumstances

To ensure agreed effective communication towards customers

To ensure that agreed service availability commitments to providers can be met in all circumstances

To ensure that agreed service availability commitments to customers can be met within agreed targets

QUESTION 17
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?

The interfaces between the business processes

The technology to support the service management system

The service continuity procedures

The procedure for dealing with emergency releases

QUESTION 18
Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?

The competencies required for service management roles shall be determined

All service management personnel shall be aware of their contribution to service management objectives

Appropriate service management staff training records shall be maintained

All service management staf shall be qualified to at least ITIL Foundation level

QUESTION 19
What is the purpose of information security controls?

To enforce the information security policy

To monitor information security incidents

To control access to the services

To address identified information security risks

QUESTION 20
How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?

One

Two

Three

Five

QUESTION 21
Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?

Any process owner

Top management

The Registered Certification Body

A consultancy organization

QUESTION 22
Which is a requirement of incident management for a Major Incident?

Responsibility shall be assigned for managing a major incident

Opportunities for improvement shall be identified before the incident is resolved

The root cause of a major incident shall be recorded at the time the incident record is created

The customer shall be responsible for the definition of a Major Incident

QUESTION 23
Which event is NOT part of the definition of an incident?

A reduction in the quality of a service

A request for access to a service

An unplanned interruption to a service

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

QUESTION 24
What is the objective of service continuity management?

To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances

To ensure that potential service continuity issues are predicted and preventive action taken

To ensure that service continuity plans are tested in accordance with business needs

To ensure that service continuity requirements are fully defined and agreed in service level agreements

QUESTION 25
What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused

ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

QUESTION 26
What is not an input to manage continual improvement?

Governance of process operated by other parties

Problem records

Relevant directives from top management

Optimized resource utilization or risk reduction

QUESTION 27
What does ISO/IEC 20000-1 specify?

A methodology for ensuring that service management operates at the least possible cost

The requirements for a service management system

Best practice guidelines for service management

Guidance on the application of service management systems

QUESTION 28
When managing a major incident, what is one of the activities that needs to be performed?

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

QUESTION 29
One of the activities required for effective planning, coordination, and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

Service desk

Release and deployment management

Change management

Configuration management

QUESTION 30
What is the intent of incident management?

To restore services as quickly as possible

To match new incidents to known errors

To track problems into the known error database

To communicate with customers as to future service disruptions

QUESTION 31
ISO/IEC 20000-1 can be applicable to a service provider:

Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements

Only if its suppliers haven’t demonstrated conformity to ISO/IEC 20000 requirements

Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements

Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements

QUESTION 32
A release is tested before deployment. The release fails the test because it does not meet the acceptance criteri a. According to the standard, what must happen?

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

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

The organization should decide on necessary actions and deployment

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

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Try Free and Start Using Realistic Verified ISO-IEC-20000-Foundation Dumps Instantly [Q12-Q34]

PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

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