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Certification Exams with Helpful Questions And Answers

ISO / IEC 20000 Foundation Questions and Answers

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Question 1

What triggers a re-test of the Availability and Service Continuity plans?

Options:

A.

a major change to the business environment

B.

a major disaster having occurred

C.

significant periods of unplanned non-availability

D.

six months having passed since the last test

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Question 2

Where would an IT service for the customer normally be defined?

Options:

A.

in the IT Framework

B.

in the Operational Level Agreement (OLA)

C.

in the Service Catalog or the Service Level Agreement (SLA)

D.

in the Service Report

Question 3

Which processes should the Plan, Do, Check, Act methodology be applied to?

Options:

A.

all of the processes in scope of ISO/IEC 20000

B.

the Planning & Implementing Service Management process

C.

the Requirements for a Management System process

D.

those that support business critical services

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