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ISO-IEC-20000-Foundation Key Concepts | Key ISO-IEC-20000-Foundation Concepts

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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic
Details

Topic 1

Fundamental Concepts and Principles of Service Management and the SMS Based on ISO
IEC 20000-1:

Topic 2

ISO
IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO
IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.

Topic 3

This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO
IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.

>> ISO-IEC-20000-Foundation Key Concepts <<

Key PECB ISO-IEC-20000-Foundation Concepts - Exam ISO-IEC-20000-Foundation Testking

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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q10-Q15):

NEW QUESTION # 10
What is the intent of incident management?

A. To track problems into the known error database
B. To communicate with customers as to future service disruptions
C. To restore services as quickly as possible
D. To match new incidents to known errors

Answer: C

NEW QUESTION # 11
Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

A. By signing a contract with the external supplier
B. By agreeing the scope of the services to be delivered by the external supplier
C. By coordinate activities with other parties involved in the service lifecycle
D. By appointing a designated individual who is responsible for managing the relationship with the external supplier

Answer: C

NEW QUESTION # 12
What is the objective of service continuity management?

A. To ensure that potential service continuity issues are predicted and preventive action taken
B. To ensure that service continuity requirements are fully defined and agreed in service level agreements
C. To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances
D. To ensure that service continuity plans are tested in accordance with business needs

Answer: C

NEW QUESTION # 13
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. It offers prescriptive guidance that allows the organization to create efficient processes.
C. ensures people to comply with service level agreements (SLAS) using documented information
D. It allows an organization to be certified, which always adds value for the business

Answer: D

NEW QUESTION # 14
Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

A. Technical, work areas, and service desk
B. Technical, information, and financial
C. Information, suppliers, and work areas
D. Financial, suppliers, and service desk

Answer: B

NEW QUESTION # 15
......

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