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

Question 1

How are ISO/IEC 20000 Parts 1, 2, and 3 used?

AParts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way

BPart 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider

CA typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3

DIt is mandatory for a service provider to conform to all parts of the standard

Answer : A

Question 2

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

ABy coordinate activities with other parties involved in the service lifecycle

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

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

DBy signing a contract with the external supplier

Answer : A

Question 3

What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

ATo ensure that a process exists for the procurement of suppliers

BTo ensure that supplier processes and procedures are defined

CTo ensure that subcontracted suppliers meet contractual requirements in all circumstances

DTo ensure that contracts with external suppliers are assessed for alignment against SLAs of customers

Answer : D

Question 4

Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

AInternal audit

BRecertificat ion audit

CSurveillance audit

DGap analysis audit

Answer : C

Question 5

Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization's business and customers' requirements. What is the best way that management can make this visible?

ABy promoting continual improvement of the SMS

BBy showing leadership and taking actions

CBy taking disciplinary action against underperforming employees

DBy outsourcing change management

Answer : B

Question 6

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 7

Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

ATechnical, information, and financial

BTechnical, work areas, and service desk

CFinancial, suppliers, and service desk

DInformation, suppliers, and work areas

Answer : A

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