ISO20KF Practice Exam Questions with Answers ISO / IEC 20000 Foundation Certification

A. Correct. The scope statement shows what the management system was tested against in order to award certification.

B. Incorrect. Only one company can be awarded a certificate (single legal entity).

C. Incorrect. It is the management system that is being certified not the services.

D. Incorrect. All processes within the scope of the standard must be audited.

A. 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.

B. Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.

C. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

D. Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.

A. 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).

B. Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C. 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.

D. 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.

A. Incorrect. ITIL® is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL® has been implemented.

B. Correct. This is referenced within the scope of the standard.

C. Incorrect. It is the management system that gets certified not the services.

D. Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL®.

A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

B. Incorrect. This is part of Configuration Management.

C. 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.

D. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.

A. Incorrect. A legislative or regulatory change may result in a Change request once the change happens, but the Service Management plan is the place to anticipate such triggers.

B. Incorrect. The Business Relationship Management process is likely to gather the information about such changes but the Service Management plan is the place to anticipate such triggers.

C. Incorrect. The Service Level Agreement may be impacted by such changes once they happen but the Service Management plan is the place to anticipate such triggers.

D. Correct. The Service Management plan should cover Service Management processes and service changes triggered by events such as these.

A. Incorrect. This is part of the Change Management procedures.

B. Incorrect. This is part of the Information Security Management procedures.

C. Incorrect. This is part of the Incident Management procedures.

D. Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.

A. Correct. The objective is to ensure the service provider has sufficient Capacity to meet the current and future agreed demands of the Customer's business needs.

B. Incorrect. There is no objective to meet all demands but to meet agreed demands.

C. Incorrect. There is no specific mention of development and operational requirements.

D. Incorrect. The objective is to provide sufficient Capacity to meet current demands but also agreed future demands.