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ISO 20000 ISO/IEC 20000 Foundation Exam

ISO/IEC 20000 Foundation Exam

Last Update Feb 28, 2025
Total Questions : 53

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Questions 2

Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

Options:

A.  

By coordinate activities with other parties involved in the service lifecycle

B.  

By appointing a designated individual who is responsible for managing the relationship with the external supplier

C.  

By agreeing the scope of the services to be delivered by the external supplier

D.  

By signing a contract with the external supplier

Discussion 0
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Questions 3

What do demand management and capacity management do?

Options:

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

Discussion 0
Questions 4

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

Options:

A.  

ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused

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.  

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

D.  

It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

Discussion 0
Questions 5

What is the intent of incident management?

Options:

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

Discussion 0
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