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

Question 1

What do the principles Adapt and Adopt mean?

AAdapt means changing tne ISSO/IEC 20000-1 standard to meet the organization's needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

BAdapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

CAdapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

DAdapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

Answer : D

Question 2

Which would NOT be included in a service management plan?

AService desk contact details and hours of service

BTechnology used to support the service management system

CResources required to operate the service management system

DList of services

Answer : A

Question 3

Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services.

Aname of the organization

Bnames of suppliers involved in

Cnumber of resources required for

Dservice management processes used for

Answer : A

Question 4

What process, other than business relationship management, reviews service performance with the customer?

AService Level management

BBudgeting and accounting for services

CService Reporting

DService availability management

Answer : A

Question 5

Which event is NOT part of the definition of an incident?

AA reduction in the quality of a service

BA request for access to a service

CAn unplanned interruption to a service

DAn event that has NOT yet impacted the service to the customer

Answer : B

Question 6

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

AService availability management

BSupplier management

CService level management

DResource management

Answer : B

Question 7

Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".

Aproposal for a new service

Baccess to a service

Cupdate to a configuration item

Dchange of scope

Answer : B

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