PECB ISO-IEC-20000-Foundation ISO/IEC 20000 Foundation Exam Exam Practice Test Questions

• Question 1

  What kind of request would qualify as a service request?

  • A request for a design change
  • A request to terminate a subscription
  • A request for information
  • A billing inquiry

  Show Answer Answer: C Next

• Question 2

  Which is not an example of configuration information for a CI?

  • Relationship with other Cis
  • Unique identification
  • Feature of a service
  • Status

  Show Answer Answer: C Next

• Question 3

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

  • ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused
  • 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
  • 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
  • It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

  Show Answer Answer: C Next

• Question 4

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

  • Service availability management
  • Supplier management
  • Service level management
  • Resource management

  Show Answer Answer: B Next

• Question 5

  Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?

  • Top management
  • A consultancy organization
  • Any process owner
  • The Registered Certification Body

  Show Answer Answer: A Next