PECB ISO-IEC-20000-Foundation Exam Practice Test Instant Access

Question 1

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

AContinual improvement

BChange management

CIncident management

DAsset management

Answer : B

Question 2

What kind of request would qualify as a service request?

AA request for a design change

BA request to terminate a subscription

CA request for information

DA billing inquiry

Answer : C

Question 3

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?

AThe interfaces between the business processes

BThe technology to support the service management system

CThe service continuity procedures

DThe procedure for dealing with emergency releases

Answer : B

Question 4

How are ISO/IEC 20000 Parts 1, 2, and 3 used?

AParts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way

BPart 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider

CA typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3

DIt is mandatory for a service provider to conform to all parts of the standard

Answer : A

Question 5

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

AThe competencies required for service management roles shall be determined

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

CAppropriate service management staff training records shall be maintained

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

Answer : D

Question 6

Why would organization adopt ISO/TEC 20000?

ATo certify their products

BTo certify their services

CTo review the Service Management System (SMS)

DTo confirm that all ITIL guidelines have been implemented

Answer : C

Question 7

During an audit, what is an observation?

AA recommendation that has to be actioned

BA non-fulfillment of a requirement

CA conformity where there is an opportunity for improvement

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

Answer : C

PECB ISO/IEC 20000 Foundation Exam Practice Test