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| Topic |
Details |
| 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.
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| Topic 2 |
- Fundamental Concepts and Principles of Service Management and the SMS Based on ISO
- IEC 20000-1:
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| 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 (Q53-Q58):
NEW QUESTION # 53
Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?
- A. The external supplier
- B. The sub-contracted supplier
- C. The service provider's contract manager
- D. The service provider's business relationship manager
Answer: A
NEW QUESTION # 54
What is an audit observation?
- A. A finding against an area which is NOT in the scope of the standard
- B. A recommendation that has to be actioned
- C. A conformity to the standard where there is an opportunity for improvement
- D. A non-fulfilment of a requirement
Answer: C
NEW QUESTION # 55
What is not an input to manage continual improvement?
- A. Problem records
- B. Governance of process operated by other parties
- C. Relevant directives from top management
- D. Optimized resource utilization or risk reduction
Answer: B
NEW QUESTION # 56
Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?
- A. The competencies required for service management roles shall be determined
- B. All service management personnel shall be aware of their contribution to service management objectives
- C. All service management staf shall be qualified to at least ITIL Foundation level
- D. Appropriate service management staff training records shall be maintained
Answer: C
NEW QUESTION # 57
What kind of request would qualify as a service request?
- A. A billing inquiry
- B. A request for a design change
- C. A request for information
- D. A request to terminate a subscription
Answer: C
NEW QUESTION # 58
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