Online Access Free ISO-IEC-20000-Foundation Exam Questions

Which would NOT be included in a service management plan?

• A.Resources required to operate the service management system
• B.Technology used to support the service management system
• C.Service desk contact details and hours of service
• D.List of services

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

• A.By checking contracts with suppliers
• B.By reporting on all incidents
• C.By defining service levels
• D.By monitoring service level targets

What should be done to handle risks and opportunities?

• A.Avoid, reduce, and transfer
• B.Plan, do, check, and act using Deming's cycle
• C.Record, classify, fulfill, and close
• D.Determine, document, and plan actions

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?

• A.By promoting continual improvement of the SMS
• B.By showing leadership and taking actions
• C.By taking disciplinary action against underperforming employees
• D.By outsourcing change management

What is an audit observation?

• A.A non-fulfilment of a requirement
• B.A conformity to the standard where there is an opportunity for improvement
• C.A finding against an area which is NOT in the scope of the standard
• D.A recommendation that has to be actioned