LATEST ISO-IEC-20000-FOUNDATION EXAM FORUM & ISO-IEC-20000-FOUNDATION EXAM OUTLINE

Latest ISO-IEC-20000-Foundation Exam Forum & ISO-IEC-20000-Foundation Exam Outline

Latest ISO-IEC-20000-Foundation Exam Forum & ISO-IEC-20000-Foundation Exam Outline

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Tags: Latest ISO-IEC-20000-Foundation Exam Forum, ISO-IEC-20000-Foundation Exam Outline, Free ISO-IEC-20000-Foundation Exam Questions, Exam Topics ISO-IEC-20000-Foundation Pdf, ISO-IEC-20000-Foundation Examinations Actual Questions

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

TopicDetails
Topic 1
  • 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 2
  • Fundamental Concepts and Principles of Service Management and the SMS Based on ISO
  • IEC 20000-1:
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.

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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q19-Q24):

NEW QUESTION # 19
How should service requests be handled according to ISO/IEC 20000-17?

  • A. Record, prioritize, fulfill, close
  • B. Record, classify, escalate, close
  • C. Prioritize, escalate, resolve, close
  • D. Record, prioritize, resolve, close

Answer: A


NEW QUESTION # 20
What should be done to handle risks and opportunities?

  • A. Avoid, reduce, and transfer
  • B. Record, classify, fulfill, and close
  • C. Plan, do, check, and act using Deming's cycle
  • D. Determine, document, and plan actions

Answer: D


NEW QUESTION # 21
What does ISO/IEC 20000-1 specify?

  • A. A methodology for ensuring that service management operates at the least possible cost
  • B. The requirements for a service management system
  • C. Guidance on the application of service management systems
  • D. Best practice guidelines for service management

Answer: B


NEW QUESTION # 22
Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

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

Answer: D


NEW QUESTION # 23
Which is a requirement of incident management for a Major Incident?

  • A. Opportunities for improvement shall be identified before the incident is resolved
  • B. The customer shall be responsible for the definition of a Major Incident
  • C. The root cause of a major incident shall be recorded at the time the incident record is created
  • D. Responsibility shall be assigned for managing a major incident

Answer: D


NEW QUESTION # 24
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