EXIN ISO / IEC 20000 Foundation - ISO20KF FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

Why is it important for Service Providers to provide documents and records?

A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant. B. to ensure effective planning, operation and control of Service Management C. to ensure employeesare aware of the relevance and importance of their work activities D. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

Discussion 0

Correct Answer: B Vote an answer

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Question 2

Which of the following is within the scope of the requirements of ISO/IEC 20000?

A. Information Security Management B. Service Desk C. Operations D. Charging for IT Services

Discussion 0

Correct Answer: A Vote an answer

Question 3

When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A. the services in scope B. the Management System in scope C. the sections of the standard in scope D. the ITIL processes in scope

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Correct Answer: B Vote an answer

Question 4

The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A. Problems B. Major non-conformities C. Resource utilization D. Customer satisfaction

Discussion 0

Correct Answer: A Vote an answer

Question 5

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A. System Lifecycle Management B. Urgent Change C. Major Incident D. Service improvement activities

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Correct Answer: D Vote an answer

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Question 6

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A. Yes, because as manager he should have knowledge of performing internal audits. B. No, because as manager he is not competent enough. C. Yes, because this person is not responsible for the delivery processes. D. No, because this person is responsible for all processes and therefore he would audit his own work.

Discussion 0

Correct Answer: C Vote an answer

Question 7

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?

A. Second party audit B. Third party audit C. First party audit D. Fourth party audit

Discussion 0

Correct Answer: C Vote an answer

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Question 8

Which of the following tasks is assigned to each process manager?

A. Channeling data to Problem Management B. Setting up Service Level Agreements with the users C. Ensuring the process is running effectively and efficiently D. Following up on Incidents

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Correct Answer: C Vote an answer

Question 9

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A. How well the service meets customer and user expectations B. How much the service costs divided by an average of evaluation scores C. The number of people purchasing that service D. How much the service costs compared to other providers of the service

Discussion 0

Correct Answer: A Vote an answer