ISO20KF ISO / IEC 20000 Foundation Questions and Answers

A. Correct. This is a best practice according to the standard.

B. Incorrect. This is relevant to availability of resources, however not a best practice for competency.

C. Incorrect. A bachelors degree is not a requirement, relevant training for the role is.

D. Incorrect. This is a specific training for Security, but not a best practice for competency in general.

A. Correct. A first-party audit is conducted for internal purposes.

B. Incorrect. A second party audit will be conducted by Customers of the organization or by other persons on behalf of the Customers.

C. Incorrect. The third party audit will be conducted by external independent organizations.

D. Incorrect. The fourth party audit is not a known concept.

A. Correct. When planning new or changed services it should be considered how this affects the budget and workload.

B. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.

C. Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.

D. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.

A. Incorrect. This is not relevant.

B. Correct. This is part of the standard.

C. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology). This is no part of the proposals for new or changed services.

D. Incorrect. This plan is much broader than only new or changed services.

A. Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

B. Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C. Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

D. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

A. Correct. The scope statement shows what the management system was tested against in order to award certification.

B. Incorrect. Only one company can be awarded a certificate (single legal entity).

C. Incorrect. It is the management system that is being certified not the services.

D. Incorrect. All processes within the scope of the standard must be audited.

A. Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.

B. Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.

C. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

D. Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.

A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

B. Incorrect. This is part of Configuration Management.

C. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

D. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.

A. Correct. A statement defined to deliver focus to the organization.

B. Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.

C. Incorrect. These detail the needs of the Quality Management System, not of the policy.

D. Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.