PECB ISO-IEC-20000-Foundation Exam Questions Instant Access

Question 1

Which document defines the scope of services to be delivered by an external supplier who implements and operates some parts of the service management processes?

AA contract agreed with the service provider organization

BA contract agreed with the customers

CA list of service level targets agreed with the customers

DA list of service level targets agreed with the service provider organization

Answer : A

Question 2

Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?

AThe competencies required for service management roles shall be determined

BAll service management personnel shall be aware of their contribution to service management objectives

CAppropriate service management staff training records shall be maintained

DAll service management staf shall be qualified to at least ITIL Foundation level

Answer : D

Question 3

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

AContinual improvement

BChange management

CIncident management

DAsset management

Answer : B

Question 4

What is not an input to manage continual improvement?

AGovernance of process operated by other parties

BProblem records

CRelevant directives from top management

DOptimized resource utilization or risk reduction

Answer : A

Question 5

A transport company with 1500 laptops, received many requests for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?

AConfiguration management

BService level management

CService availability management

DCapacity management

Answer : D

Question 6

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

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

BISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

CAn SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

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

Answer : C

Question 7

Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?

AThe external supplier

BThe service provider's business relationship manager

CThe service provider's contract manager

DThe sub-contracted supplier

Answer : A

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