ISO/IEC 20000 Foundation Exam (ISO-IEC-20000-Foundation) Free Practice Test

Question 1

Which is a reason for the requirement to budget service costs?

A. To enable effective financial control for services

B. To provide the basis for service provider organization charges

C. To reduce overall service costs

D. To improve the service management processes

Correct Answer: A

Question 2

When managing a major incident, what is one of the activities that needs to be performed?

A. Involve the customer

B. Initiate problem management activities

C. Escalate the incident

D. Keep top management informed

Correct Answer: D

Question 3

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. Capacity management

B. Service level management

C. Configuration management

D. Service availability management

Correct Answer: A

Question 4

Which document defines the scope of services to be delivered by an external supplier who implements and operates some parts of the service management processes?

A. A list of service level targets agreed with the service provider organization

B. A contract agreed with the customers

C. A list of service level targets agreed with the customers

D. A contract agreed with the service provider organization

Correct Answer: D

Question 5

What is the relationship between ITIL and ISO/IEC 20000?

A. Both use the same Plan-Do-Check-Act methodology

B. ISO/IEC 20000 is based on ITIL

C. They have similar management systems

D. They are aligned

Correct Answer: C

Question 6

To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

A. The procedure for dealing with emergency releases

B. The interfaces between the business processes

C. The service continuity procedures

D. The technology to support the service management system

Correct Answer: D

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PECB ISO/IEC 20000 Foundation (ISO-IEC-20000-Foundation) Free Practice Test