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Exin ISO20KF ISO / IEC 20000 Foundation Exam Practice Test

Demo: 17 questions
Total 116 questions
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ISO / IEC 20000 Foundation Questions and Answers

Question 1

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 2

New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

Options:

A.

A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

B.

An approach needs to be defined for interfacing to projects that are creating or modifying services.

C.

Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

D.

The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

Question 3

What should planning for new or changed services include?

Options:

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

Question 4

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 5

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 6

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 7

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 8

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

Question 9

Where would an IT service for the customer normally be defined?

Options:

A.

in the IT Framework

B.

in the Operational Level Agreement (OLA)

C.

in the Service Catalog or the Service Level Agreement (SLA)

D.

in the Service Report

Question 10

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 11

Which of the following must be included within the Service Management plan?

Options:

A.

Configuration Item (CI) type

B.

Information security controls

C.

Return to normal working

D.

Tools as appropriate to support the processes

Question 12

What does an IT service definition include?

Options:

A.

the use of IT to support the customers business processes

B.

the use of IT to support the organizations internal business processes

C.

the use of IT to support the business processes of suppliers and partners

D.

the use of IT to improve employee satisfaction within the organization

Question 13

Which processes should the Plan, Do, Check, Act methodology be applied to?

Options:

A.

all of the processes in scope of ISO/IEC 20000

B.

the Planning & Implementing Service Management process

C.

the Requirements for a Management System process

D.

those that support business critical services

Question 14

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How

are these service reports used?

Options:

A.

As input to financial management in order to determine charges for the service

B.

As the basis for making management decisions and taking corrective actions

C.

To present a professional image of the company

D.

To compare the performance of the Service Desk with service targets

Question 15

How should the requirements for Service Continuity and Availability be identified?

Options:

A.

This should be calculated based upon historical data for major Incidents and their consequences for the organization.

B.

This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

C.

This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.

D.

This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

Question 16

To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

Options:

A.

all ISO/IEC 20000 processes

B.

Availability Management

C.

Configuration Management

D.

Incident Management

Question 17

Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

Options:

A.

in a Capacity Plan

B.

in a Configuration Management Database (CMDB)

C.

in a Definitive Software Library (DSL)

D.

in a Service Level Agreement (SLA)

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