ISO/IEC 20000 Foundation
Thanx to www.examscheets.com
for providing helpful material.Here is my contribution.
Q NO_ 1 Who should be recommended to support the Senior
Responsible Owner in his/her responsibility for the
delivery of the management system?
A. a decision taking group
B. the Change Advisory Board (CAB)
C. the senior customer representative
D. the service managers
A. Correct. The standard states that the Senior Responsible
Owner should be supported by a decision taking group
with sufficient authority to define policy and to enforce
B. Incorrect. The Change Advisory Board is an important
group with a specific function which is not as wide
as the management system.
C. Incorrect. The senior customer representative may
provide input to requirements for the management system
but will not be responsible for its delivery.
D. Incorrect. The service managers will implement the
management system that is the responsibility of the
Senior Responsible Owner.
Q NO_ 2 What are the key
contents of an IT Service Management System?
A. a software system for the ticket system
B. a software system to monitor the key performance
C. definition of corporate measures to achieve the required
level of quality
D. systematic processes for ticket recording and follow-up
Q NO_ 3 Which of the aspects
listed below is included in ISO/IEC 20000?
A. Customer communication
B. Employee motivation
C. Social responsibility
D. Standard products
Q NO_ 4 Which of the following
tasks is assigned to each process manager?
A. Channeling data to Problem Management
B. Ensuring the process is running effectively and efficiently
C. Following up on Incidents
D. Setting up Service Level Agreements with the users
Q NO_ 5 Which of the following
must be included within the Service Management plan?
A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Q NO_ 6 Which service
changes should be documented in change records?
A. All service changes
B. Formal closure of services
C. Staff recruitment
D. User training
Q NO_ 7 What is the added
value of a service being delivered?
A. You can specifically define the service by means
of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and
risks in producing the service.
C. You do not have to invest in a process to control
D. The outcomes have a lower total cost of ownership
than when the value is produced within the customer
Q NO_ 8 What is required
to be included in proposals for new or changed services
according to ISO/IEC 20000?
A. an updated Operational Level Agreement
B. cost, organizational, technical and commercial impact
C. the policies, plans and procedures of each process
or set of processes
D. the Service Management plan
A. Incorrect. This is not relevant.
B. Correct. This is part of the standard.
C. Incorrect. Documenting these documents is part of
Do, revising is part of Act (in de PDCAmethodology ).
This is no part of the proposals for new or changed
D. Incorrect. This plan is much broader than only new
or changed services.
Q NO_ 9 The Service Provider
should check that the Service Management objectives
and the plan are beingachieved. Which of the following
items is not measured as part of this monitoring, measuring
A. Customer satisfaction
B. Major non-conformities
D. Resource utilization
Q NO_ 10 Which statement
below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are
B. That information on the performance of all suppliers
can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract
part of the delivered services to the Service Provider
D. That the suppliers understand their obligation to
the Service Provider
Q NO_ 11 Who conducts
the "first party audit"?
A. An external independent organization
B. Customers of the IT Service Management organization
C. Other persons on behalf of the Customer
D. The IT Service Management organization itself
Q NO_ 12 What shall the
Service Level Agreements (SLAs) with the suppliers be
A. The Service Level Plans
B. The Service Management Plans
C. The SLAs with the other parties
D. The SLAs with the customers
Q NO_ 13 What is mandatory
to define in the Incident Management procedures?
A. The escalation of Incidents
B. The implementation of emergency Changes
C. The recording of deficiencies in the Configuration
Management Database (CMDB)
D. The recording of Problems
Q NO_ 14 Which of the
following is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance
and the expected requirements should be produced at
B. Decisions about service provision should be based
on cost effectiveness comparisons.
C. The resilience of the infrastructure components should
be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept
Q NO_ 15 An objective
of Capacity Management is to ensure that the service
provider has, at all times, sufficient Capacity to meet
the current and future agreed demands of the Customer's
business needs. What document is produced to support
A. Availability Plan
B. Business Resource Plan
C. Capacity Plan
D. Service Management Plan
Q NO_ 16 Availability
and Service Continuity Plans need to be developed and
reviewed periodically to ensure that requirements are
met as agreed in all circumstances, from normal operations
through to a major loss of service. What is the minimum
level of frequency with which these Plans should be
developed and reviewed?
A. At every change to the business environment
B. At least annually
C. At least bi-annually
D. In accordance with the business needs
Q NO_ 17 What is the objective
of Service Level Management?
A. To define, agree, record and manage levels of service
B. To ensure a sufficient amount of Capacity has been
designated in order to achieve agreed service levels
C. To ensure that agreed service Availabilitycommittments
to customers can be met in all circumstances
D. To establish and maintain good relationships with