ISO-IEC-20000-Foundation Sample Questions Answers

Configuration management

Service level management

Service availability management

Capacity management

To enforce the information security policy

To monitor information security incidents

To control access to the services

To address identified information security risks

It allows an organization to be certified, which always adds value for the business

It provides a structure for service provisioning that can be adapted to the culture of the organization

ensures people to comply with service level agreements (SLAS) using documented information

It offers prescriptive guidance that allows the organization to create efficient processes.

Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements

Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirements

Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements

Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements

Responsibility shall be assigned for managing a major incident

Opportunities for improvement shall be identified before the incident is resolved

The root cause of a major incident shall be recorded at the time the incident record is created

The customer shall be responsible for the definition of a Major Incident

They are aligned

Both use the same Plan-Do-Check-Act methodology

ISO/IEC 20000 is based on ITIL

They have similar management systems

By monitoring service level targets

By defining service levels

By checking contracts with suppliers

By reporting on all incidents

The requirements of ISO/IEC 20000-1 are the same as the requirements of ISO/IEC 27001

The requirements of ISO/IEC 20000-1 are lighter than the requirements of ISO/IEC 27001

They don't relate

The requirements of ISO/IEC 20000-1 are more elaborate than the requirements of ISO/IEC 27001

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

Governance of process operated by other parties

Problem records

Relevant directives from top management

Optimized resource utilization or risk reduction

Internal audit

Recertificat ion audit

Surveillance audit

Gap analysis audit

They should be shared with the customers

They should be left unchanged, even if services change

They should be consistent with the service management policy

They should be easy to realize