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ERASED TEST, YOU MAY BE INTERESTED ON ISO 20000 part 3

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Title of test: ISO 20000 part 3 Description: ISO 20000 exam questions part 3 Author: NunoS Other tests from this author Creation Date: 28/11/2024 Category: Computers Number of questions: 20

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Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1? The Registered Certification Body A consultancy organization Top management Any process owner. Which audit, performed by the Registered Certification Body, is required to be carried out at least annually? Surveillance audit Internal audit Recertification audit Gap analysis audit. What do the principles Adapt and Adopt mean? Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard 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. What is the value of good service management? It allows an organization to be certified, which always adds value for the business It ensures people to comply with service level agreements (SLAS) using documented information It provides a structure for service provisioning that can be adapted to the culture of the organization It offers prescriptive guidance that allows the organization to create efficient processes. When managing a major incident, what is one of the activities that needs to be performed? Involve the customer Initiate problem management activities Escalate the incident Keep top management informed. What do demand management and capacity management do? Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services Demand management determines future capacity needs. Capacity management monitors current capacity. 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 Release and deployment management Configuration management Service desk Change Management. What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1? To ensure that a process exists for the procurement of suppliers To ensure that subcontracted suppliers meet contractual requirements in all circumstances To ensure that supplier processes and procedures are defined To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers. Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization's business and customers’ requirements. What is the best way that management can make this visible? By outsourcing change management By taking disciplinary action against underperforming employees By showing leadership and taking actions By promoting continual improvement of the SMS. Which is not an example of configuration information for a configuration item (Cl)? Unique identification Status Feature of a service Relationship with other Cis. "How do the information security requirements of ISO/IEC 20000-1 and ISO/IEC 27001 relate to each other?" The requirements of ISO/IEC 20000-1 are lighter than the requirements of ISO/IEC 27001 The requirements of ISO/IEC 20000-1 are the same as the requirements of ISO/IEC 27001 The requirements of ISO/IEC 20000-1 are more elaborate than the requirements of ISO/IEC 27001 They don't relate. How should service requests be handled according to ISO/IEC 20000-17? Record, classify, escalate, close Record, prioritize, fulfill, close Prioritize, escalate, resolve, close Record, prioritize, resolve, close. A release is tested before deployment. The release fails the test because it does not meet the acceptance criteria. According to the standard, what must happen? The organization should decide on necessary actions and deployment The operations team should make the decision to safeguard the live environment The release should be stopped and rejected so another team can fix it The change advisory board (CAB) should meet and decide whether to deploy or not. What process, other than business relationship management, reviews service performance with the customer? Budgeting and accounting for services Service Reporting Service Level management Service availability management. How can an organization determine the effectiveness of the service level management process? By reporting on all incidents By monitoring service level targets By checking contracts with suppliers By defining service levels. What is an example of a requirement for the service management objectives? They should be shared with the customers They should be left unchanged, even if services change They should be easy to realize They should be consistent with the service management policy. What is the intent of the service availability management process To ensure agreed effective communication towards customers To ensure that agreed service availability commitments to customers can be met within agreed targets To ensure that agreed levels of service commitments to customers can be met in all circumstances To ensure that agreed service availability commitments to providers can be met in all circumstances. What kind of request would qualify as a service request? A request for information A request to terminate a subscription A request for a design change A billing inquiry. What is not an input to manage continual improvement? Problem records Relevant directives from top management Governance of processes operated by other parties Optimized resource utilization or risk reduction. A transport company with 1500 laptops, received many requests for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening? Service availability management Capacity management Configuration management Service level management.

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