ISO-IEC-20000-Foundation ISO/IEC 20000 Foundation Exam Questions and Answers

The external supplier

The service provider's business relationship manager

The service provider's contract manager

The sub-contracted supplier

The release should be stopped and rejected so another team can fix it

The change advisory board (CAB) should meet and decide whether to deploy or not

The organization should decide on necessary actions and deployment

The operations team should make the decision to safeguard the live environment

By monitoring service level targets

By defining service levels

By checking contracts with suppliers

By reporting on all incidents

proposal for a new service

access to a service

update to a configuration item

change of scope

To ensure that a process exists for the procurement of suppliers

To ensure that supplier processes and procedures are defined

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers

Service desk contact details and hours of service

Technology used to support the service management system

Resources required to operate the service management system

List of services

A recommendation that has to be actioned

A non-fulfillment of a requirement

A conformity where there is an opportunity for improvement

A finding against an area which is NOT in the scope of the standard

The use of technology is mandatory

The technology and tools used shall be assessed during the audits

Any tools used shall be listed on the ISO catalogue of approved tools

The data reported from the tools can be used to provide evidence for audits

One

Two

Three

Five

Continual improvement

Change management

Incident management

Asset management

Internal audit

Recertificat ion audit

Surveillance audit

Gap analysis audit

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer