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

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

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

What kind of request would qualify as a service request?

• A.A request to terminate a subscription
• B.A billing inquiry
• C.A request for information
• D.A request for a design change

What is the value of good service management?

• A.ensures people to comply with service level agreements (SLAS) using documented information
• B.It offers prescriptive guidance that allows the organization to create efficient processes.
• C.It allows an organization to be certified, which always adds value for the business
• D.It provides a structure for service provisioning that can be adapted to the culture of the organization

What is an audit observation?

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

What is an example of a requirement for the service management objectives?

• A.They should be shared with the customers
• B.They should be easy to realize
• C.They should be left unchanged, even if services change
• D.They should be consistent with the service management policy