ISO / IEC 20000 Foundation v6.0

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Which of the following standards was the forerunner to ISO/IEC 20000?

  • A. BS 1968
  • B. BS 7799
  • C. BS 8800
  • D. BS 15000


Answer : D

What is a Configuration Baseline?

  • A. A benchmark of the service provider's capability
  • B. A configuration audit report
  • C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
  • D. The change requests allocated to a release


Answer : C

What is the objective of planning and implementing new or changed services?

  • A. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
  • B. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
  • C. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
  • D. To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality


Answer : C

Who or what should always be informed in case a Release is rejected, delayed or cancelled?

  • A. Business Relationship Management
  • B. Change Management
  • C. Incident Management
  • D. the Senior Management representative


Answer : B

What is required for an implementation of IT Service Management to be successful?

  • A. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
  • B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
  • C. The appointment of a specialist department responsible for the development of the process structures
  • D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management


Answer : D

What should not be part of a Service Level Agreement (SLA)?

  • A. Authorization details
  • B. Escalation and notification process
  • C. Impact and priority guidelines
  • D. Lessons learned and improvement actions


Answer : D

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced.

How -
are these service reports used?

  • A. As input to financial management in order to determine charges for the service
  • B. As the basis for making management decisions and taking corrective actions
  • C. To present a professional image of the company
  • D. To compare the performance of the Service Desk with service targets


Answer : B

What are the key contents of an IT Service Management system?

  • A. A documented organizational and operational structure
  • B. A software system for the ticket system
  • C. A software system to monitor the key performance indicators (KPIs)
  • D. Systematic processes for ticket recording and follow-up only


Answer : A

What is the purpose of a Problem review?

  • A. To prevent computer systems from having too limited disk space so that capacity problems will not occur
  • B. To provide expert help on risk assessment for optimization of security procedures
  • C. To restore the service to normal operating conditions as soon as possible
  • D. To seek improvements to the process and to prevent recurrence of Incidents or mistakes


Answer : D

What is part of the policy for Budgeting and Accounting for IT Services?

  • A. Rules governing the handling of variances against budgets
  • B. The charging mechanism
  • C. The costs of the Underpinning Contracts (UCs) over a fixed period
  • D. The percentage of 'hidden' end-user costs


Answer : A

Which of the following calculates the number of defects per million opportunities?

  • A. CobIT TM
  • B. ITIL
  • C. MOF
  • D. Six Sigma


Answer : D

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

  • A. annually
  • B. monthly
  • C. only when there is a business need to change the service
  • D. quarterly


Answer : A

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

  • A. No, because as manager he is not competent enough.
  • B. No, because this person is responsible for all processes and therefore he would audit his own work.
  • C. Yes, because this person is not responsible for the delivery processes.
  • D. Yes, because as manager he should have knowledge of performing internal audits.


Answer : C

What can be improved by achieving quality objectives?

  • A. effectiveness of the service
  • B. personal satisfaction of the Configuration Manager
  • C. relationship with interested suppliers
  • D. relationship with unauthorized parties


Answer : A

What does an IT service definition include?

  • A. the use of IT to support the customers business processes
  • B. the use of IT to support the organizations internal business processes
  • C. the use of IT to support the business processes of suppliers and partners
  • D. the use of IT to improve employee satisfaction within the organization


Answer : A

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