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ERASED TEST, YOU MAY BE INTERESTED ON ISO 20000 part 2

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Title of test: ISO 20000 part 2 Description: ISO 20000 exam questions part 2 Author: NunoS Other tests from this author Creation Date: 28/11/2024 Category: Art Number of questions: 20

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To which other process is service design and transition most related? Change management Continual improvement Asset management Incident management. How should a problem requiring a change to a configuration item be resolved? Use a service request Escalate the problem to service level management Update the configuration management database Raise a request for change. What kind of request would qualify as a service request? A billing inquiry A request to terminate a subscription A request for information A request for a design change. Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier? By appointing a designated individual who is responsible for managing the relationship with the external supplier By signing a contract with the external supplier By coordinate activities with other parties involved in the service lifecycle By agreeing the scope of the services to be delivered by the external supplier . Which is NOT a specific resource management responsibility within ISO/IEC 20000-1? All service management personnel shall be aware of their contribution to service management objectives The competencies required for service management roles shall be determined All service management staf shall be qualified to at least ITIL® Foundation level Appropriate service management staff training records shall be maintained. To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan? The technology to support the service management system The service continuity procedures The interfaces between the business processes The procedure for dealing with emergency releases. What does ISO/IEC 20000-1 specify? The requirements for a service management system Guidance on the application of service management systems A methodology for ensuring that service management operates at the least possible cost Best practice guidelines for service management. When an internal supplier is operating part of the service management processes, which process is required to manage this supplier? Service level management Resource management Supplier management Service availability management. 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? Change management Configuration management Release and deployment management Service desk. Which document defines the scope of services to be delivered by an external supplier who implements and operates some parts of the service management processes? A list of service level targets agreed with the service provider organization A list of service level targets agreed with the customers A contract agreed with the service provider organization A contract agreed with the customers. Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations? The sub-contracted supplier The external supplier The service provider's contract manager The service provider's business relationship manager. Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services. service management processes used for number of resources required for name of the organization names of suppliers involved in. Which event is NOT part of the definition of an incident? 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 reduction in the quality of a service. Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change". access to a service update to a configuration item change of scope proposal for a new service. Within resource management, in addition to human resources, what other resources shall the service provider determine and provide? Technical, work areas, help desk Information, suppliers, work areas Technical, information, financial Financial, suppliers, help desk. What is the objective of service continuity management? To ensure that service continuity plans are tested in accordance with business needs To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances To ensure that service continuity requirements are fully defined and agreed in service level agreements To ensure that potential service continuity issues are predicted and preventive action taken. Which is a reason for the requirement to budget service costs? To enable effective financial control for services To provide the basis for service provider organization charges To reduce overall service costs To improve the service management processes. What is the intent of the service availability management process? To ensure that agreed service availability commitments to providers can be met in all circumstances To ensure that agreed levels of service commitments to customers can be met in all circumstances To ensure agreed effective communication towards customers To ensure that agreed service availability commitments to customers can be met within agreed targets. How are ISO/IEC 20000 Parts 1, 2, and 3 used? It is mandatory for a service provider to conform to all parts of the standard A typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3 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. What is the relationship between ISO/IEC 20000, ISO 9001, and ISSO/IEC 27001? Organizations can only be certified to one of the standards Demonstration of governance for ISO/EC 20000 information security management requires that ISO/IEC 27001 processes are used Certification of ISO 9001 and ISO/IEC 27001 is a pre-requisite to applying for ISO/IEC 20000 certification The management systems of all three may be integrated.

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