Practice Free ISO-IEC 20000 Foundation Exam Online Questions
Which would NOT be included in a service management plan?
- 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
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?
- A . Service desk
- B . Release and deployment management
- C . Change management
- D . Configuration management
What is the intent of incident management?
- A . To restore services as quickly as possible
- B . To match new incidents to known errors
- C . To track problems into the known error database
- D . To communicate with customers as to future service disruptions
What is the purpose of information security controls?
- A . To enforce the information security policy
- B . To monitor information security incidents
- C . To control access to the services
- D . To address identified information security risks
What do demand management and capacity management do?
- A . Demand management determines future capacity needs. Capacity management monitors current capacity
- B . Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs
- C . Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services
- D . Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand
What is an example of a requirement for the service management objectives?
- A . They should be shared with the customers
- B . They should be left unchanged, even if services change
- C . They should be consistent with the service management policy
- D . They should be easy to realize
How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?
- A . One
- B . Two
- C . Three
- D . Five
Which statement about the use of technology and tools to achieve and maintain certification is correct?
- 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
Which is a reason for the requirement to budget service costs?
- 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
Which event is NOT part of the definition of an incident?
- 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