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PECB ISO-IEC-20000-Foundation ISO/IEC 20000 Foundation Exam Exam Practice Test

ISO/IEC 20000 Foundation Exam Questions and Answers

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Question 1

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

Question 2

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?

Options:

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

Question 3

How should a problem requiring a change to a configuration item be resolved?

Options:

A.

Escalate the problem to service level management

B.

Update the configuration management database

C.

Use a service request

D.

Raise a request for change

Question 4

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

Question 5

Which document defines the scope of services to be delivered by an external supplier who implements and operates some parts of the service management processes?

Options:

A.

A contract agreed with the service provider organization

B.

A contract agreed with the customers

C.

A list of service level targets agreed with the customers

D.

A list of service level targets agreed with the service provider organization

Question 6

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

Options:

A.

Relationship with other Cis

B.

Unique identification

C.

Feature of a service

D.

Status

Question 7

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?

Options:

A.

Service desk

B.

Release and deployment management

C.

Change management

D.

Configuration management

Question 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

Question 9

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

Options:

A.

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

B.

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

C.

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

D.

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

Question 10

Which is a reason for the requirement to budget service costs?

Options:

A.

To provide the basis for service provider organization charges

B.

To reduce overall service costs

C.

To improve the service management processes

D.

To enable effective financial control for services

Question 11

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

Options:

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

Question 12

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

Question 13

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

Options:

A.

To ensure that supplier processes and procedures are defined

B.

To ensure that contracts with external suppliers are accessed for alignment against SLAs ofcustomers

C.

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

D.

To ensure that a process exists for the procurement of suppliers

Question 14

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

Question 15

How should service requests be handled according to ISO/IEC 20000-17?

Options:

A.

Record, prioritize, resolve, close

B.

Record, prioritize, fulfill, close

C.

Prioritize, escalate, resolve, close

D.

Record, classify, escalate, close