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

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

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

During an audit, what is an observation?

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

To which other process is service design and transition most related?

• A.Incident management
• B.Continual improvement
• C.Change management
• D.Asset management

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?

• A.Configuration management
• B.Capacity management
• C.Service availability management
• D.Service level management

What is the intent of the service availability management process?

• A.To ensure that agreed levels of service commitments to customers can be met in all circumstances
• B.To ensure that agreed service availability commitments to providers can be met in all circumstances
• C.To ensure agreed effective communication towards customers
• D.To ensure that agreed service availability commitments to customers can be met within agreed targets