ISO-IEC-20000-Foundation ISO/IEC 20000 Foundation Exam Questions and Answers

A methodology for ensuring that service management operates at the least possible cost

The requirements for a service management system

Best practice guidelines for service management

Guidance on the application of service management systems

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

Problem records

Governance of processes operated by other parties

Optimized resource utilization or risk reduction

Relevant directives from top management

A reduction in the quality of a service

A request for access to a service

An unplanned interruption to a service

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

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

The use of technology is mandatory

The technology and tools used shall be assessed during the audits

Any tools used shall be listed on the ISO catalogue of approved tools

The data reported from the tools can be used to provide evidence for audits

Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used

Organizations can only be certified to one of them at a time

Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification

The management systems of all three may be integrated

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

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

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

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

Service desk contact details and hours of service

Technology used to support the service management system

Resources required to operate the service management system

List of services

To provide the basis for service provider organization charges

To reduce overall service costs

To improve the service management processes

To enable effective financial control for services

Service Level management

Budgeting and accounting for services

Service Reporting

Service availability management

They should be shared with the customers

They should be left unchanged, even if services change

They should be consistent with the service management policy

They should be easy to realize