ISO20KF : IT Service Management Foundation Bridge based on ISO/IEC 20000:2018 Exam

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ISO20KF
IT Service Management Foundation Bridge based on ISO/IEC 20000:2018
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1. Incorrect. The IT Framework provides a structure for service management but would not define the service itself.
2. Incorrect. The OLA would define a support arrangement behind the prime customer service. C. Correct. The Service Catalog or the SLA would define the service for the customer.
D. Incorrect. The Service Report would provide details of service performance not define the service.
QUESTION: 110
What is required to be included in Release Management procedures according to ISO/IEC 20000?
1. the authorization and implementation of emergency Changes
2. the investigation and prevention of Security Incidents
3. the recording of all reported Incidents
4. the updating and changing of configuration information and Change records
Answer: D
Explanation:
1. Incorrect. This is part of the Change Management procedures.
2. Incorrect. This is part of the Information Security Management procedures.
3. Incorrect. This is part of the Incident Management procedures.
4. Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.
QUESTION: 111
What should planning for new or changed services include?
1. budgets and staff resources
2. major non-conformities to all Underpinning Contracts (UCs)
3. recent Problems and Known Errors in the desktop environment
4. trends in Capacity growth of the current applications
Answer: A
Explanation:
1. Correct. When planning new or changed services it should be considered how this affects the budget and workload.
2. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.
3. Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.
4. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.
QUESTION: 112
What is required to be included in proposals for new or changed services according to ISO/IEC20000?
1. an updated Operational Level Agreement
2. cost, organizational, technical and commercial impact
3. the policies, plans and procedures of each process or set of processes
4. the Service Management plan
Answer: B
Explanation:
1. Incorrect. This is not relevant.
2. Correct. This is part of the standard.
3. Incorrect. Documenting these documents is part of Do, revising is part of Act (in dePDCAmethodology ). This is no part of the proposals for new or changed services.
4. Incorrect. This plan is much broader than only new or changed services.
QUESTION: 113
What purpose can the ISO/IEC 20000 standard serve?
1. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
2. It defines the requirements to be satisfied in a certification audit.
3. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
4. It provides a yardstick for the design of a Total Quality Management System.
Answer: B
Explanation:
1. Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).
2. Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
3. Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.
4. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
QUESTION: 114
Why is it important for Service Providers to provide documents and records?
1. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
2. to be able to uniquely identify and record all Configuration Items (CIs) in the ConfigurationManagement Database (CMDB)
3. to ensure effective planning, operation and control of Service Management
4. to ensure employeesare aware of the relevance and importance of their work activities
Answer: C
Explanation:
1. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000compliant.
2. Incorrect. This is part of Configuration Management.
3. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
4. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.
QUESTION: 115
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
1. a decision taking group
2. the Change Advisory Board (CAB)
3. the senior customer representative
4. the service managers
Answer: A
Explanation:
1. Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.
2. Incorrect. The Change Advisory Board is an important group with a specific
function which is not as wide as the management system.
3. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.
4. Incorrect. The service managers will implement the management system that is the
responsibility of the Senior Responsible Owner.
QUESTION: 116
What are the key contents of an IT Service Management System?
1. a software system for the ticket system
2. a software system to monitor the key performance indicators (KPIs)
3. definition of corporate measures to achieve the required level of quality
4. systematic processes for ticket recording and follow-up only
Answer: C

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