ISO/IEC 20000

Which statement is the correct description of the contents of Parts 2 and 3 of ISO/IEC 20000?

If a service provider has outsourced its incident and service request management process to a supplier, which is required by the service provider to demonstrate governance of the process operated by the supplier?

Which activity is included in the Check element of the Plan-Do-Check-Act methodology?

The purpose of testing new or changed services is to verify that they fulfill which of the following?

In the business relationship management process, there is a requirement to appoint a designated individual. What is this designated individual required to manage?

Which describes a primary role of a Registered Certification Body within the APMG Certification Scheme?

What is the difference between Part 1 and other parts of the ISO/IEC 20000 series?

The service management executive is preparing for a planned re-certification audit. The executive’s staff have been instructed to assemble the various records and documents required as evidence of conformity for the service delivery processes of ISO/IEC 20000-1. Which record(s) or document(s) are required as evidence of conformity to the ISO/IEC 20000-1 service delivery processes?

The offices of an insurance company are in a major city in the United Kingdom. All the company’s employees are located in these offices, including the IT unit that provides IT
services to the company. Due to the nature of the business, there is a requirement that the internal web-based services have 24×7 service hours with service target of 99.5% availability. The service desk is provided by a specialist service desk organization, SSD. In addition to the name of the IT unit and the services that they provide to the insurance company, what other factor needs to be considered for inclusion in the scope of the service management system in the service management plan?

Which is the BEST description of what a service improvement policy is required to include?

Which document will provide evidence of intent?

Where a lead supplier to a service provider is using a subcontracted supplier, who is responsible to the service provider if the subcontracted supplier does not meet contractual
obligations?

Which is one of the objectives of the service management system general requirements?

Why are surveillance audits conducted?

Which role is required to conduct management reviews of the service management system at planned intervals?

A bank receives all its IT services from an internal IT group. The incident and service request management process is performed by a specialist service desk organization, SSD. An internal audit of the incident and service request management process produced four findings. Which finding describes a nonconformity against ISO/IEC 20000-1?

What is an audit carried out by the Registered Certification Body at least annually which will normally focus on areas of major change and any weaknesses identified during previous audits?

Which describes the scope of ISO/IEC 20000-1?

What is the reason for keeping records?

Who is required to ensure that following an internal audit any corrective actions are taken to eliminate non conformities and their causes?

What information is required to be provided in a service report?

A retail company receives IT services from its internal services department. The internal services department has outsourced the ISO/IEC 20000-1 document management process to a specialist external supplier. The manager of the IT services department has produced the service management plan for the retail company’s service management system and defined all the required processes to conform to ISO/IEC 20000. The manager has also defined how governance for document management will be demonstrated.
Is ISO/IEC 20000 certification applicable for the retail company’s internal services department?

An organization’s in-house service management department is preparing for the introduction of a new service. Requirements for the new service have been agreed by the customer. Planning for the new service is about to commence. Which document would serve as evidence to demonstrate conformity to ISO/IEC 20000-1 for the activities executed so far?

What is the relationship between ISO/IEC 20000, ISO 9001 and ISO/IEC 27001?

Which information is required by the Plan element in the Plan-Do-Check-Act methodology?

What is the objective of service reporting?

Which information is required for each configuration item recorded in the configuration management database?

During an internal audit of SMS procedures, a document was presented to the audit team which described the controls that would prevent the unintended use of obsolete documents. The procedure explained that the document version number would be the means by which staff would determine the most recent version. How would this finding be classified in the audit report?

When are service continuity plans required to be re-tested?

The definition of which term includes the words “an event that has not yet impacted the service to a customer”?

An international organization is due to have a surveillance audit. The last audit identified a number of minor non conformities in the resolution processes and recommended actions to be taken. Improvements to the processes were made based on these recommendations. Since the last audit, the organization has expanded into three more countries which resulted in minor changes to the relationship procedures. Management have been kept informed of the impacts of the expansion at the regular management reviews. An internal audit was conducted recently of the relationship processes. Which statement describes what could be excluded from the surveillance audit?

During an internal audit, a finding was made that service reports describe current performance but lacked historical information. How would this finding be classified in the audit report?

Which is a correct statement about the use of technology and tools to achieve and maintain certification?

What is the definition of an emergency change?

Procedures from what process are used to manage the reporting and recording of a security breach?

Identify the missing words in the following sentence. The identification of an unsuccessful release must include measurements of the number of [ ? ] during the period immediately following deployment.

Which is a purpose of budgeting for service costs?

The following is an audit finding with a proposed action. A release was deployed into the live environment without first taking a baseline of the appropriate configuration items. The proposed action is to include instructions in the release and deployment management process to reverse the deployment of a release if a baseline has not been taken.
Which is a correct description of the audit finding and proposed action?

In preparation for an internal audit the chief executive has instructed the in-house service management executive to make available to the audit team a number of records and
documents recording the activities of top management. In the context of management responsibility, which documentation does NOT serve as acceptable evidence of top management commitment to meet the general requirements of a service management system?

Identify the missing words in the following sentence. The service provider is required to maintain a [ ? ] which will contain, amongst other things, the dependencies between services and service components.