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ISO20KF Exam Dumps - ISO / IEC 20000 Foundation

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Question # 9

Why is a scope statement for ISO/IEC 20000 important?

It defines what the management system has been certified against

It details all of the companies that have been certified

It details all of the services that have been certified

It identifies which processes have been excluded from the scope

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Question # 10

Where would an IT service for the customer normally be defined?

in the IT Framework

in the Operational Level Agreement (OLA)

in the Service Catalog or the Service Level Agreement (SLA)

in the Service Report

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Question # 11

What are the key contents of an IT Service Management System?

a software system for the ticket system

a software system to monitor the key performance indicators (KPIs)

definition of corporate measures to achieve the required level of quality

systematic processes for ticket recording and follow-up only

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Question # 12

What is the definition of Availability?

a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

a snapshot of the state of a service or individual Configuration Item (CI) at a point in time

any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

the ability of a component or service to perform its required function at a stated instant or over a stated period of time

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Question # 13

In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

The plan defines the tools as appropriate to support the processes.

The plan details the effects of new technologies and techniques on capacity.

The plan does not state any tools requirements.

The plan lists how every individual process is supported by a tool.

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Question # 14

What is required to be included in Release Management procedures according to ISO/IEC 20000?

the authorization and implementation of emergency Changes

the investigation and prevention of Security Incidents

the recording of all reported Incidents

the updating and changing of configuration information and Change records

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Question # 15

What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

an updated Operational Level Agreement

cost, organizational, technical and commercial impact

the policies, plans and procedures of each process or set of processes

the Service Management plan

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Question # 16

Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

First party audit

Second party audit

Third party audit

Fourth party audit

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