Free PECB ISO-IEC-20000-Foundation Practice Exam with Questions & Answers

The use of technology is mandatory

The technology and tools used shall be assessed during the audits

Any tools used shall be listed on the ISO catalogue of approved tools

The data reported from the tools can be used to provide evidence for audits

Top management

A consultancy organization

Any process owner

The Registered Certification Body

Configuration management

Service level management

Service availability management

Capacity management

Continual improvement

Change management

Incident management

Asset management

A request for a design change

A request to terminate a subscription

A request for information

A billing inquiry

A methodology for ensuring that service management operates at the least possible cost

The requirements for a service management system

Best practice guidelines for service management

Guidance on the application of service management systems

They are aligned

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

ISO/IEC 20000 is based on ITIL

They have similar management systems

To ensure that supplier processes and procedures are defined

To ensure that contracts with external suppliers are accessed for alignment against SLAs ofcustomers

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

To ensure that a process exists for the procurement of suppliers

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

Responsibility shall be assigned for managing a major incident

Opportunities for improvement shall be identified before the incident is resolved

The root cause of a major incident shall be recorded at the time the incident record is created

The customer shall be responsible for the definition of a Major Incident