ISO-IEC-20000-Foundation Exam Training Practice Tests (PECB ISO/IEC 20000 Foundation)]

Question 1

Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".

A. access to a service B. proposal for a new service C. update to a configuration item D. change of scope

Correct Answer: A

Question 2

What do the principles Adapt and Adopt mean?

A. Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices B. Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization's needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way C. Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard D. Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

Correct Answer: A

Question 3

What is the intent of incident management?

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

Correct Answer: A

Question 4

Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization's business and customers' requirements. What is the best way that management can make this visible?

A. By outsourcing change management B. By promoting continual improvement of the SMS C. By taking disciplinary action against underperforming employees D. By showing leadership and taking actions

Correct Answer: D

Question 5

When managing a major incident, what is one of the activities that needs to be performed?

A. Initiate problem management activities B. Involve the customer C. Escalate the incident D. Keep top management informed

Correct Answer: D

Question 6

Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?

A. Top management B. Any process owner C. The Registered Certification Body D. A consultancy organization

Correct Answer: A

PECB ISO/IEC 20000 Foundation - ISO-IEC-20000-Foundation Exam Practice Test