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QUESTION 1 A. Looking at Security Plans Answer: B QUESTION 2 A. To define, agree, record and manage levels of services Answer: D QUESTION 3 A. Customer communication Answer: A QUESTION 4 A. Channeling data to Problem Management Answer: B QUESTION 5 A. Configuration Item (CI) type Answer: D QUESTION 6 A. All service changes Answer: A QUESTION 7 A. You can specifically define the service by means of a Service Level Agreement (SLA). Answer: B QUESTION 8 A. The determination of measurement results using defined procedures on the basis of documented requirements Answer: D QUESTION 9 A. Customer satisfaction Answer: C QUESTION 10 A. That business transactions between all parties are recorded Answer: C QUESTION 11 A. An external independent organization Answer: D QUESTION 12 A. The Service Level Plans Answer: D Passing your EXIN ISO20KF Exam by using the latest EXIN ISO20KF Exam Dump Full Version: http://www.braindump2go.com/iso20kf.html
Which of the following is Problem Management primarily concerned with?
B. Looking at the cause of Incidents
C. Looking at the Change Plan
D. Looking at the Release Strategy
What is the objective of a Management System?
B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. To provide the policies and the framework that is needed for the effective management and Implementation of all IT services
Which of the aspects listed below is included in ISO/IEC 20000?
B. Employee motivation
C. Social responsibility
D. Standard products
Which of the following tasks is assigned to each process manager?
B. Ensuring the process is running effectively and efficiently
C. Following up on Incidents
D. Setting up Service Level Agreements with the users
Which of the following must be included within the Service Management plan?
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Which service changes should be documented in change records?
B. Formal closure of services
C. Staff recruitment
D. User training
What is the added value of a service being delivered?
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
What is accreditation in the context of ISO/IEC 20000?
B. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
C. The notification of approved testing and certification bodies with the relevant authority for publication
D. The official recognition by a third party of organizations involved in testing, inspection and certification
The Service Provider should check that the Service Management objectives and the plan
are being achieved. Which of the following items is not measured as part of this monitoring,
measuring or review?
B. Major non-conformities
C. Problems
D. Resource utilization
Which statement below is not a purpose of Supplier Management procedures?
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D. That the suppliers understand their obligation to the Service Provider
Who conducts the "first party audit"?
B. Customers of the IT Service Management organization
C. Other persons on behalf of the Customer
D. The IT Service Management organization itself
What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
B. The Service Management Plans
C. The SLAs with the other parties
D. The SLAs with the customers
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