Selected ISO20KF Exin certification Questions Answers

ISO / IEC 20000 Foundation Questions and Answers

Question 5

For which type of organizations is ISO/IEC 20000 appropriate for use?

for organizations to confirm that all of the ITIL® guidelines have been implemented

for organizations which need to demonstrate alignment to customer requirements

for organizations wishing to certify their services

for tool vendors to specify the Service Provider's processes

Question 6

What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

an updated Operational Level Agreement

cost, organizational, technical and commercial impact

the policies, plans and procedures of each process or set of processes

the Service Management plan

Question 7

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

in the IT Framework

in the Operational Level Agreement (OLA)

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

in the Service Report

Question 8

Why is it important for Service Providers to provide documents and records?

It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.

to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

to ensure effective planning, operation and control of Service Management

to ensure employees are aware of the relevance and importance of their work activities