Exin ISOIEC 20000 Foundation

1.

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

To improve the efficiency and effectiveness of the business To improve the efficiency and effectiveness of the ITIL processes To improve the efficiency and effectiveness of service delivery and management To improve the efficiency and effectiveness of service support

2.

What should Quality Management Systems encourage organizations to do?

To achieve the lowest cost of service provision To achieve the maximum level of service possible To define as many metrics as possible for each process to ensure strong control To define processesthat contribute to customer acceptance of services

3.

What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

Capacity Management Incident Management Information Security Management Release Management

4.

Which of the following standards was the forerunner to ISO/IEC 20000?

BS 1968 BS 7799 BS 8800 BS 15000

5.

What is a Configuration Baseline?

A benchmark of the service provider's capability A configuration audit report A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time The change requests allocated to a release

6.

What is required for an implementation of IT Service Management to be successful?

A top-down approach whereby the management of the organization strongly and visibly enforces the implementation Buy-in specifically from the levels in the organization which will be operationally involved in IT ServiceManagement activities The appointment of a specialist department responsible for the development of the process structures The involvement and commitment of personnel at all levels in the organization from operational staff to topmanagement

7.

What are the key contents of an IT Service Management system?

A documented organizational and operational structure A software system for the ticket system A software system to monitor the key performance indicators (KPIs) Systematic processes for ticket recording and follow-up only

8.

What is the purpose of a Problem review?

To prevent computer systems from having too limited disk space so that capacity problems will not occur To provide expert help on risk assessment for optimization of security procedures To restore the service to normal operating conditions as soon as possible To seek improvements to the process and to prevent recurrence of Incidents or mistakes

9.

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

annually monthly only when there is a businessneed to change the service quarterly

10.

What does an IT service definition include?

the use of IT to support the customers business processes the use of IT to support the organizations internal business processes the use of IT to support the business processes of suppliers and partners the use of IT to improve employee satisfaction within the organization

Exin ISOIEC 20000 Foundation

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