[Feb-2025] ISO-IEC-20000-Foundation Free Sample Questions to Practice One Year Update [Q16-Q34]

ISO-IEC-20000-Foundation PECB

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[Feb-2025] ISO-IEC-20000-Foundation Free Sample Questions to Practice One Year Update

Download ISO-IEC-20000-Foundation exam with PECB ISO-IEC-20000-Foundation Real Exam Questions

NO.16 What is the value of good service management?

It allows an organization to be certified, which always adds value for the business

It provides a structure for service provisioning that can be adapted to the culture of the organization

ensures people to comply with service level agreements (SLAS) using documented information

It offers prescriptive guidance that allows the organization to create efficient processes.

NO.17 When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

Service availability management

Supplier management

Service level management

Resource management

NO.18 What kind of request would qualify as a service request?

A request for a design change

A request to terminate a subscription

A request for information

A billing inquiry

NO.19 Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization’s business and customers’ requirements. What is the best way that management can make this visible?

By promoting continual improvement of the SMS

By showing leadership and taking actions

By taking disciplinary action against underperforming employees

By outsourcing change management

NO.20 A transport company with 1500 laptops, received many requests for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?

Configuration management

Service level management

Service availability management

Capacity management

NO.21 at is the difference between a nonconformity and an observation?

A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement

A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor

They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted

They are different names for the same thing

NO.22 Identify the missing words in the following sentence.The definition of service request is “a request for information, advice, [ ??? ] or a pre-approved change”.

proposal for a new service

access to a service

update to a configuration item

change of scope

NO.23 What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

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

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

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

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

NO.24 Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

By coordinate activities with other parties involved in the service lifecycle

By appointing a designated individual who is responsible for managing the relationship with the external supplier

By agreeing the scope of the services to be delivered by the external supplier

By signing a contract with the external supplier

NO.25 What is an example of a requirement for the service management objectives?

They should be shared with the customers

They should be left unchanged, even if services change

They should be consistent with the service management policy

They should be easy to realize

NO.26 Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

Technical, information, and financial

Technical, work areas, and service desk

Financial, suppliers, and service desk

Information, suppliers, and work areas

NO.27 A release is tested before deployment. The release fails the test because it does not meet the acceptance criteri a. According to the standard, what must happen?

The release should be stopped and rejected so another team can fix it

The change advisory board (CAB) should meet and decide whether to deploy or not

The organization should decide on necessary actions and deployment

The operations team should make the decision to safeguard the live environment

NO.28 What do the principles Adapt and Adopt mean?

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

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

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

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

NO.29 Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

Internal audit

Recertificat ion audit

Surveillance audit

Gap analysis audit

NO.30 What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?

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

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

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

The management systems of all three may be integrated

NO.31 What is an audit observation?

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

NO.32 What is the objective of service continuity management?

To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances

To ensure that potential service continuity issues are predicted and preventive action taken

To ensure that service continuity plans are tested in accordance with business needs

To ensure that service continuity requirements are fully defined and agreed in service level agreements

NO.33 To which other process is service design and transition most related?

Continual improvement

Change management

Incident management

Asset management

NO.34 What is not an input to manage continual improvement?

Problem records

Governance of processes operated by other parties

Optimized resource utilization or risk reduction

Relevant directives from top management

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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	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.
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.