CREATE TEST

ERASED TEST, YOU MAY BE INTERESTED ON ISO 20000 part 1

COMMENTS	STATISTICS	RECORDS

TAKE THE TEST

Title of test: ISO 20000 part 1 Description: ISO 20000 exam questions part 1 Author: NunoS Other tests from this author Creation Date: 28/11/2024 Category: Computers Number of questions: 20

Share the Test:

New Comment

No comments about this test.

Content:

What is an audit observation? A recommendation that has to be actioned A non-fulfilment of a requirement A finding against an area which is NOT in the scope of the standard A conformity to the standard where there is an opportunity for improvement. Why would organization adopt ISO/TEC 20000? To certify their products To review the Service Management System (SMS) To certify their services To confirm that all ITIL guidelines have been implemented. Which is not an example of configuration information for a CI? Relationship with other Cis Feature of a service Status Unique identification. What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1? To ensure that supplier processes and procedures are defined To ensure that contracts with external suppliers are accessed for alignment against SLAs of customers To ensure that a process exists for the procurement of suppliers To ensure that subcontracted suppliers meet contractual requirements in all circumstances. What is the purpose of information security controls? To address identified information security risks To enforce the information security policy To control access to the services To monitor information security incidents. How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme? One Three Two Five. What is not an input to manage continual improvement? Optimized resource utilization or risk reduction Governance of process operated by other parties Problem records Relevant directives from top management. Which statement about the use of technology and tools to achieve and maintain certification is correct? The use of technology is mandatory Any tools used shall be listed on the ISO catalogue of approved tools The technology and tools used shall be assessed during the audits The data reported from the tools can be used to provide evidence for audits. Which is a requirement of incident management for a Major Incident? The customer shall be responsible for the definition of a Major Incident Opportunities for improvement shall be identified before the incident is resolved Responsibility shall be assigned for managing a major incident The root cause of a major incident shall be recorded at the time the incident record is created. What should be done to handle risks and opportunities? Plan, do, check, and act using Deming's cycle Avoid, reduce, and transfer Record, classify, fulfill, and close Determine, document, and plan actions. What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001? An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001 ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system . What is the difference between a nonconformity and an observation? A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement They identify different levels of defect, and if either of them are identified during an audit then certification CANNOT be granted A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor They are different names for the same thing . Which would NOT be included in a service management plan? List of services Service desk contact details and hours of service Technology used to support the service management system Resources required to operate the service management system . Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide? Financial, suppliers, and service desk Technical, work areas, and service desk Technical, information, and financial Information, suppliers, and work areas . What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001? 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 Organizations can only be certified to one of them at a time Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used. ISO/IEC 20000-1 can be applicable to a service provider: Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirements Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements . During an audit. what is an observation? A recommendation that has to be actioned A conformity where there is an opportunity for improvement A finding against an area which is NOT in the scope of the standard A non-fulfillment of a requirement. What is the relationship between ITIL® and ISO/IEC 20000? Both use the same Plan-Do-Check-Act methodology ISO/IEC 20000 is based on ITIL They are aligned They have similar management systems. What is the intent of incident management? To restore services as quickly as possible To match new incidents to known errors To track problems into the known error database To communicate with customers as to future service disruptions. How can an organization determine the effectiveness of the service level management process? By reporting on all incidents By checking contracts with suppliers By monitoring service level targets By defining service levels.

Report abuse