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

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Total 53 questions

What is the purpose of information security controls?

A.

To enforce the information security policy

B.

To monitor information security incidents

C.

To control access to the services

D.

To address identified information security risks

When managing a major incident, what is one of the activities that needs to be performed?

A.

Keep top management informed

B.

Initiate problem management activities

C.

Escalate the incident

D.

Involve the customer

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

A.

To ensure that a process exists for the procurement of suppliers

B.

To ensure that supplier processes and procedures are defined

C.

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

D.

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

One of the activities required for effective planning, coordination, and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

A.

Service desk

B.

Release and deployment management

C.

Change management

D.

Configuration management

Which is a reason for the requirement to budget service costs?

A.

To provide the basis for service provider organization charges

B.

To reduce overall service costs

C.

To improve the service management processes

D.

To enable effective financial control for services

Which is not an example of configuration information for a CI?

A.

Relationship with other Cis

B.

Unique identification

C.

Feature of a service

D.

Status

What does ISO/IEC 20000-1 specify?

A.

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

B.

The requirements for a service management system

C.

Best practice guidelines for service management

D.

Guidance on the application of service management systems

Which would NOT be included in a service management plan?

A.

Service desk contact details and hours of service

B.

Technology used to support the service management system

C.

Resources required to operate the service management system

D.

List of services

What do the principles Adapt and Adopt mean?

A.

Adapt 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

B.

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

C.

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

D.

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

How can an organization determine the effectiveness of the service level management process?

A.

By monitoring service level targets

B.

By defining service levels

C.

By checking contracts with suppliers

D.

By reporting on all incidents