Verified ISO-IEC-20000-Foundation dumps Q&As - 2025 Latest ISO-IEC-20000-Foundation Download
Dumps Questions [2025] Pass for ISO-IEC-20000-Foundation Exam
PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:
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NEW QUESTION # 33
Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?
- A. Appropriate service management staff training records shall be maintained
- B. All service management staf shall be qualified to at least ITIL Foundation level
- C. All service management personnel shall be aware of their contribution to service management objectives
- D. The competencies required for service management roles shall be determined
Answer: B
NEW QUESTION # 34
What is not an input to manage continual improvement?
- A. Relevant directives from top management
- B. Governance of processes operated by other parties
- C. Problem records
- D. Optimized resource utilization or risk reduction
Answer: B
NEW QUESTION # 35
What is the intent of the service availability management process?
- A. To ensure that agreed service availability commitments to customers can be met within agreed targets
- B. To ensure agreed effective communication towards customers
- C. To ensure that agreed service availability commitments to providers can be met in all circumstances
- D. To ensure that agreed levels of service commitments to customers can be met in all circumstances
Answer: A
NEW QUESTION # 36
at is the difference between a nonconformity and an observation?
- A. A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement
- B. A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor
- C. They are different names for the same thing
- D. They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted
Answer: A
NEW QUESTION # 37
Why would organization adopt ISO/TEC 20000?
- A. To review the Service Management System (SMS)
- B. To confirm that all ITIL guidelines have been implemented
- C. To certify their services
- D. To certify their products
Answer: A
NEW QUESTION # 38
Which would NOT be included in a service management plan?
- A. Technology used to support the service management system
- B. List of services
- C. Service desk contact details and hours of service
- D. Resources required to operate the service management system
Answer: C
NEW QUESTION # 39
What is the intent of incident management?
- A. To communicate with customers as to future service disruptions
- B. To track problems into the known error database
- C. To match new incidents to known errors
- D. To restore services as quickly as possible
Answer: D
NEW QUESTION # 40
Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?
- A. The external supplier
- B. The service provider's contract manager
- C. The sub-contracted supplier
- D. The service provider's business relationship manager
Answer: A
NEW QUESTION # 41
"How do the information security requirements of ISO/IEC 20000-1 and ISO/IEC 27001 relate to each other?"
- A. The requirements of ISO/IEC 20000-1 are the same as the requirements of ISO/IEC 27001
- B. They don't relate
- C. The requirements of ISO/IEC 20000-1 are lighter than the requirements of ISO/IEC 27001
- D. The requirements of ISO/IEC 20000-1 are more elaborate than the requirements of ISO/IEC 27001
Answer: C
NEW QUESTION # 42
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?
- A. To ensure that contracts with external suppliers are accessed for alignment against SLAs of customers
- B. To ensure that supplier processes and procedures are defined
- C. To ensure that a process exists for the procurement of suppliers
- D. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
Answer: A
NEW QUESTION # 43
Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?
- A. A consultancy organization
- B. Top management
- C. Any process owner
- D. The Registered Certification Body
Answer: B
NEW QUESTION # 44
Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services.
- A. service management processes used for
- B. names of suppliers involved in
- C. name of the organization
- D. number of resources required for
Answer: C
NEW QUESTION # 45
A transport company with 1500 laptops, received many requests for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?
- A. Configuration management
- B. Capacity management
- C. Service level management
- D. Service availability management
Answer: B
NEW QUESTION # 46
What is the value of good service management?
- A. It provides a structure for service provisioning that can be adapted to the culture of the organization
- B. ensures people to comply with service level agreements (SLAS) using documented information
- C. It allows an organization to be certified, which always adds value for the business
- D. It offers prescriptive guidance that allows the organization to create efficient processes.
Answer: C
NEW QUESTION # 47
When managing a major incident, what is one of the activities that needs to be performed?
- A. Escalate the incident
- B. Initiate problem management activities
- C. Keep top management informed
- D. Involve the customer
Answer: C
NEW QUESTION # 48
Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization's business and customers' requirements. What is the best way that management can make this visible?
- A. By showing leadership and taking actions
- B. By promoting continual improvement of the SMS
- C. By outsourcing change management
- D. By taking disciplinary action against underperforming employees
Answer: A
NEW QUESTION # 49
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?
- A. To ensure that supplier processes and procedures are defined
- B. To ensure that a process exists for the procurement of suppliers
- C. To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers
- D. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
Answer: C
NEW QUESTION # 50
What kind of request would qualify as a service request?
- A. A billing inquiry
- B. A request for a design change
- C. A request to terminate a subscription
- D. A request for information
Answer: D
NEW QUESTION # 51
Which is a reason for the requirement to budget service costs?
- A. To improve the service management processes
- B. To enable effective financial control for services
- C. To reduce overall service costs
- D. To provide the basis for service provider organization charges
Answer: B
NEW QUESTION # 52
Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".
- A. update to a configuration item
- B. proposal for a new service
- C. access to a service
- D. change of scope
Answer: C
NEW QUESTION # 53
What is an audit observation?
- A. A recommendation that has to be actioned
- B. A conformity to the standard where there is an opportunity for improvement
- C. A non-fulfilment of a requirement
- D. A finding against an area which is NOT in the scope of the standard
Answer: B
NEW QUESTION # 54
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