Online Access Free ISO-IEC-20000-Foundation Practice Test

Which is a requirement of incident management for a Major Incident?

• A.Opportunities for improvement shall be identified before the incident is resolved
• B.The root cause of a major incident shall be recorded at the time the incident record is created
• C.Responsibility shall be assigned for managing a major incident
• D.The customer shall be responsible for the definition of a Major Incident

When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

• A.Supplier management
• B.Service level management
• C.Service availability management
• D.Resource management

What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

• A.It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system
• B.ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization
• C.ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused
• D.An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

Why would organization adopt ISO/TEC 20000?

• A.To confirm that all ITIL guidelines have been implemented
• B.To review the Service Management System (SMS)
• C.To certify their services
• D.To certify their products

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

• A.Continual improvement
• B.Change management
• C.Incident management
• D.Asset management