Month End Sale - Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: sntaclus

examout.co

Which is a requirement of incident management for a Major Incident?

A.

Responsibility shall be assigned for managing a major incident

B.

Opportunities for improvement shall be identified before the incident is resolved

C.

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

D.

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

What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?

A.

Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used

B.

Organizations can only be certified to one of them at a time

C.

Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification

D.

The management systems of all three may be integrated

Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

A.

Internal audit

B.

Recertificat ion audit

C.

Surveillance audit

D.

Gap analysis audit

What do the principles Adapt and Adopt mean?

A.

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization's needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

B.

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

C.

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

D.

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?

A.

Top management

B.

A consultancy organization

C.

Any process owner

D.

The Registered Certification Body

What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

A.

ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused

B.

ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

C.

An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

D.

It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

Which is not an example of configuration information for a CI?

A.

Relationship with other Cis

B.

Unique identification

C.

Feature of a service

D.

Status

How can an organization determine the effectiveness of the service level management process?

A.

By monitoring service level targets

B.

By defining service levels

C.

By checking contracts with suppliers

D.

By reporting on all incidents

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.

Appropriate service management staff training records shall be maintained

D.

All service management staf shall be qualified to at least ITIL® Foundation level

What should be done to handle risks and opportunities?

A.

Avoid, reduce, and transfer

B.

Plan, do, check, and act using Deming's cycle

C.

Record, classify, fulfill, and close

D.

Determine, document, and plan actions