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ISO20KF Questions and Answers

Question # 1

Which of the aspects listed below is included in ISO/IEC 20000?


Customer communication


Employee motivation


Social responsibility


Standard products

Question # 2

Who has a responsibility in continual improvement?


the customer


all employees


Quality experts only


Management only

Question # 3

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?


agreeing to the quality policy and objectives with the Change Manager


determining and providing the resources necessary to attain the quality objectives


determining the needs and expectations of Customers and other interested parties


establishing methods to measure the effectiveness and efficiency of each process

Question # 4

When scoping for ISO/IEC 20000, what is it that will be audited for certification?


the ITIL processes in scope


the Management System in scope


the sections of the standard in scope


the services in scope

Question # 5

Which of the following tasks is assigned to each process manager?


Channeling data to Problem Management


Ensuring the process is running effectively and efficiently


Following up on Incidents


Setting up Service Level Agreements with the users

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