ISO20KF Dumps ISO20KF Braindumps ISO20KF Real Questions ISO20KF Practice Test ISO20KF Actual Questions Exin ISO20KF IT Service Management Foundation Bridge based on ISO/IEC 20000:2018 https://killexams.com/pass4sure/exam-detail/ISO20KF A. Incorrect. The IT Framework provides a structure for service management but would not define the service itself. B. Incorrect. The OLA would define a support arrangement behind the prime customer service. C. Correct. The Service Catalog or the SLA would define the service for the customer. D. Incorrect. The Service Report would provide details of service performance not define the service. QUESTION: 110 What is required to be included in Release Management procedures according to ISO/IEC 20000? emergency A. the authorization and implementation of Changes B. the investigation and prevention of Security Incidents C. the recording of all reported Incidents configuration D. the updating and changing of information and Change records Answer: D Explanation: A. Incorrect. This is part of the Change Management procedures. B. Incorrect. This is part of the Information Security Management procedures. C. Incorrect. This is part of the Incident Management procedures. D. Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records. QUESTION: 111 What should planning for new or changed services include? A. budgets and staff resources B. major non-conformities to all Underpinning Contracts (UCs) C. recent Problems and Known Errors in the desktop environment D. trends in Capacity growth of the current applications Answer: A Explanation: 41 should A. Correct. When planning new or changed services it 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 no r ma ll y no ler ti a on annlo pt i ng rof new changedro rse i v ces . D. Incorrect. This indicates the Capacity growth for current applications, it does not need ovro pt i de any ler evan t fni r o ma ti on rof new changedro rse i v ces . QUESTION: 112 required to be included in proposals for new or changed services according to What is ISO/IEC20000? A. an updated Operational Level Agreement B. cost, organizational, technical and commercial impact C. the policies, plans and procedures of each process or set of processes D. the Service Management plan Answer: B Explanation: A. Incorrect. This is not relevant. B. Correct. This is part of the standard. part of Do, C. Incorrect. Documenting these documents is revising is part of Act (in dePDCAmethodology ). This is no part of the proposals for new or changed services. D. Incorrect. This plan is broader than only new or services. much changed QUESTION: 113 What purpose can the ISO/IEC 20000 standard serve? A. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed. B. It defines the requirements to be satisfied in a certification audit. C. It helps to decide on the requirements that need to be verified within the scope of a supply agreement. provides a yardstick for the design of a Total Quality Management System. D. It Answer: B 42 Explanation: 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. QUESTION: 114 Why is it important for Service Providers to provide documents and records? become A. It the requirements (evidence) to ISO/IEC 20000 compliant. is part of B. to be able to uniquely identify and record all Configuration Items (CIs) in the ConfigurationManagement Database (CMDB) C. to ensure effective planning, operation and control of Service Management D. to ensure employeesare aware of the relevance and importance of their work activities Answer: C Explanation: A. Incorrect. Producing documents should never be a become ISO/IEC goal solely to 20000compliant. 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. part of not D. Incorrect. This is competence, awareness and training and is relevant to documentation. QUESTION: 115 Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system? A. a decision taking group 43 B. the Change Advisory Board (CAB) C. the senior customer representative D. the service managers Answer: A Explanation: A. Correct. The standard states that the Senior Responsible Owner should be supported by a taking group with sufficient authority to define policy and to decision 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. the D. Incorrect. The service managers will implement the management system that is responsibility of the Senior Responsible Owner. QUESTION: 116 What are the key contents of an IT Service Management System? A. a software system for the ticket system software system to monitor the key performance indicators (KPIs) B. a C. definition of corporate measures to achieve the required level of quality D. systematic processes for ticket recording and follow-up only Answer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