Online Access Free ISO20KF Practice Test

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

• A.The organization behaves in a socially responsible way.
• B.The environmental needs of the employees in the organization are well looked after.
• C.The organization hasless suppliers to deal with.
• D.The organization becomes more process focused and thereby more efficient.

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

• A.This should be calculated based upon historical data for major Incidents and their consequences for the organization.
• B.This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
• C.This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
• D.This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

For which type of organizations is ISO/IEC 20000 appropriate for use?

• A.for organizations wishing to certify their services
• B.for organizations to confirm that all of the ITIL@ guidelines have been implemented
• C.for tool vendors to specify the Service Provider's processes
• D.for organizations which need to demonstrate alignment to customer requirements

What is a Configuration Baseline?

• A.The change requests allocated to a release
• B.A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
• C.A configuration audit report
• D.A benchmark of the service provider's capability

Why is a scope statement for ISO/IEC 20000 important?

• A.It details all of the services that have been certified
• B.It details all of the companies that have been certified
• C.It defines what the management system has been certified against
• D.It identifies which processes have been excluded from the scope