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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:
Topic
Details
Topic 1
- Fundamental Concepts and Principles of Service Management and the SMS Based on ISO
- IEC 20000-1:
Topic 2
- 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.
Topic 3
- 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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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q16-Q21):
NEW QUESTION # 16
What is the purpose of information security controls?
- A. To control access to the services
- B. To monitor information security incidents
- C. To address identified information security risks
- D. To enforce the information security policy
Answer: C
NEW QUESTION # 17
What is the relationship between ITIL and ISO/IEC 20000?
- A. They have similar management systems
- B. ISO/IEC 20000 is based on ITIL
- C. They are aligned
- D. Both use the same Plan-Do-Check-Act methodology
Answer: A
NEW QUESTION # 18
Which is a requirement of incident management for a Major Incident?
- A. Opportunities for improvement shall be identified before the incident is resolved
- B. The customer shall be responsible for the definition of a Major Incident
- C. The root cause of a major incident shall be recorded at the time the incident record is created
- D. Responsibility shall be assigned for managing a major incident
Answer: D
NEW QUESTION # 19
Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?
- A. By signing a contract with the external supplier
- B. By agreeing the scope of the services to be delivered by the external supplier
- C. By appointing a designated individual who is responsible for managing the relationship with the external supplier
- D. By coordinate activities with other parties involved in the service lifecycle
Answer: D
NEW QUESTION # 20
Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?
- A. All service management personnel shall be aware of their contribution to service management objectives
- B. All service management staf shall be qualified to at least ITIL Foundation level
- C. Appropriate service management staff training records shall be maintained
- D. The competencies required for service management roles shall be determined
Answer: B
NEW QUESTION # 21
......
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