ISO/IEC 20000 IT Service Management Associate™ SkillFront Certification Exam Answers

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ISO/IEC 20000 IT Service Management Associate™ SkillFront Certification Exam Answers

The Skills You’ll Learn:

• Chapter 1. Why Does ISO/IEC 27001 Matter?
• Chapter 2. The value of implementing service management.
• Chapter 3. How does ISO/IEC 20000 function?
• Chapter 4. Core concepts of ISO/IEC 20000.
• Chapter 5. ISO/IEC 20000 Step-By-Step Implementation Guide.
• Chapter 6. ISO/IEC 20000 IT Service Management Systems Framework.
• Chapter 7. ISO 20000 – Roles And Responsibility In Organizations.
• Chapter 8. Why Understanding Roles is Critical to the Service Management Program?
• Chapter 9. Five Typical Roles and Responsibilities.
• Chapter 10. ISO 20000 Service Management Systems Associate.
• Chapter 11. ISO 20000 Service Management Systems Internal Auditor.
• Chapter 12. ISO 20000 Service Management Systems Lead Auditor.
• Chapter 13. ISO 20000 Service Management Systems Lead Implementor.
• Chapter 14. ISO 20000 Service Management Service/Support Desk Manager.

100% FREE ISO/IEC 20000 IT Service Management Associate™ includes

• CERTIFICATION: ISO/IEC 20000 IT Service Management Associate™ (USD 199.- Value)
• BONUS PROGRAM E-BOOK: 80 Pages (USD 97.- Value)
• BONUS PROGRAM AUDIOBOOK: 1 Hour, 10 Minutes, 33 Seconds (USD 50.- Value)
• SHAREABLE & VERIFIABLE DIGITAL BADGE: Your Name Engraved On It, Custom Made For You (USD 99.- Value)

ENROLL Now: ISO/IEC 20000 IT Service Management Associate™ SkillFront Certification Exam

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ISO/IEC 20000 IT Service Management Associate™ SkillFront Certification Exam Answers

QUESTION 1: What is a benefit when your organization implements a service management system?

• A more standardized way of providing services brings greater ease of operation.
• Lower operating costs due to greater efficiency.
• Increased customer satisfaction due to an enhanced service experience.
• All the choices above.

QUESTION 2: What is a core concept of ISO/IEC 20000?

• Preventive Action.
• Documented information.
• Management responsibility.
• All the choices above.

QUESTION 3: Who has responsibility for continual improvement?

• Quality experts only.
• All employes.
• Management only.
• The customer.

QUESTION 4: What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

• The organization behaves in a socially responsible way.
• The environmental needs of the employees are cared for.
• The organization is more customer-focused.
• The organization has fewer suppliers to deal with.

QUESTION 5: There is a system of continuous improvement. It is a cycle. Which four activities does this system involve?

• Plan-Do-Check-Act.
• Plan-Perform-Evaluate-Act.
• Plan-Do-Evaluate-Act.
• Plan-Perform-Audit-Improve.

QUESTION 6: What can be improved by achieving quality objectives?

• Relationship with the employees.
• Personal satisfaction of the Management.
• Effectiveness of the service.
• Relationship with interested suppliers.

QUESTION 7: Which Step is included in the Implementation Guide of ISO/IEC 20000?

• Define Processes and Procedures.
• Get Management Support.
• Choose a reasonable Certification Body.
• All the choices above.

QUESTION 8: Why is the Step-By-Step Implementation Guide essential?

• The 13 steps are needed to help the organization for the implementation and preparation for certification.
• It helps the organization to implement the ISO 20000.
• It gives your service organization and its stakeholders a clear overview of what to do and what to expect.
• All the choices above.

QUESTION 9: Which one is a Service Management Process?

• Control Processes.
• Service Delivery Processes.
• Relationship Processes.
• All the choices above.

QUESTION 10: What is a Configuration Baseline?

• The change requests allocated to a release.
• A snapshot of the state of a service or individual configuration items at a point in time.
• A configuration audit report.
• A benchmark of the service provider’s capability.

QUESTION 11: What should be included in a document of the ISO/IEC IT Service Management System Framework?

• Service level agreements and contracts.
• Policy statements.
• Plans and procedures.
• All the choices above.

QUESTION 12: Which process or function is responsible for supplying first-line support and assistance in IT services’ daily use?

• Service Desk.
• Incident Management.
• Service Level Management.
• None of the choices above.

QUESTION 13: What is the task of an ISO/IEC 20000 Company Management?

• Ensures that customer requirements are determined and are met with the aim of improving customer satisfaction.
• Has established service management policy, objectives, and plans.
• Manages risks to the service management organization and services.
• All the choices above.

QUESTION 14: What may define the scope of the Service Management in the Service Management plan?

• The size of the infrastructure.
• The number of staff.
• The location of the services.
• All the choices above.

QUESTION 15: Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

• It must never include any know-how of the organization.
• It must be available in at least one hard copy.
• It must include the scope of the organization`s service management plan.
• None of the choices above.

QUESTION 16: While planning for service improvements, what is an important best practice to consider?

• The service improvement targets should not change until the target is reached.
• An independent project manager should monitoring the progress so that objectivity can be maintained.
• The service improvement targets should be measurable, linked to business objectives, and documented in a plan.
• None of the choices above.

QUESTION 17: What is the aim of an internal audit?

• To monitor employee performance.
• To ensure and improve one`s quality capability.
• To instruct all employees that quality-related requirements must be observed.
• To verify if the defined key performance indicators are determined.

QUESTION 18: Which is an activity for continual improvement that an ISO/IEC 20000 Company should perform?

• Set targets for improvements in quality, costs, and resource utilization.
• Measure, report, and communicate the service improvements.
• Ensure that all approved actions are delivered and that they achieve their intended objectives.
• All the choices above.

QUESTION 19: What should be considered while planning for a new or changed service?

• The existing service levels.
• The verification that the appropriate level of testing is completed.
• A complete review of all recent security breaches.
• Known Errors to file systems.

QUESTION 20: During an audit, the evidence is required for Service Management policies, plans, and procedures. Who should ensure that this evidence is available?

• The Business Relationship process owner.
• The Auditor.
• The Senior responsible owner.
• The Service Level Manager.

QUESTION 21: What does Service reporting in the Service Delivery Process include?

• Satisfaction Analysis.
• Trend information.
• Workload characteristics, e.g., resource utilization, volume
• All the choices above.

QUESTION 22: What is a best practice for Capacity Management?

• The Service Catalog should be maintained and kept up-to-date.
• A Capacity plan, which is documenting the actual performance and the expected requirements, should be produced at least annually.
• The resilience of the infrastructure components should be measured and included in the Capacity Plan.
• None of the choices above.

QUESTION 23: Problem Management activities analyze historical incidents and problem data held in the Configuration Management Database to understand trends. Which aspect of Problem Management accomplishes this?

• Problem Control.
• Error Control.
• Proactive Problem Management.
• Identification of root causes.

QUESTION 24: What is a Known Error?

• A Problem that cannot be matched.
• A Problem for which the cause and Workaround have been identified.
• A serious incident whose resolution is known.
• A Problem that is resolved.

QUESTION 25: Through which process does the implementation of new or changed services, including the closure of a service, need to be planned and approved?

• Change Management.
• Service Level Managemnet.
• Business Relationship Management.
• Release Management.

QUESTION 26: A Release policy needs to be documented and agreed upon. What must be included in the Release policy?

• The Release dates.
• The analysis of the success or failure of.
• Release Requests for Change.
• The frequency and type of Releases.

QUESTION 27: There is a strict behavioral guideline for an ISO internal auditor when he is performing his duties. Which one is a behavior?

• Fair and impartial treatment of relevant personnel.
• Independent, unbiased auditing.
• Objective assessment of solid pieces of evidence.
• All the choices above.

QUESTION 28: Problem Management is responsible for carrying out trend analysis of incident volumes and types. What is the reason for this?

• To be able to provide reports to Management.
• To prevent the repetitive occurrence of incidents.
• To provide input to the Capacity Database.
• None of the choices above.

QUESTION 29: Who should always be informed in case a release is delayed, rejected, or canceled?

• The senior management representative.
• Business relationship management.
• Change Management.
• Incident management.

QUESTION 30: According to ISO/IEC 20000, the use of suppliers to provide aspects of the Service Management processes is acceptable. What level of the supply chain must the service provider manage?

• All relationships between lead and subcontracted suppliers.
• Only as agreed in the contracts between the various parties.
• Only the subcontractors as the lead supplier is integral to the service delivery and self-managing.
• Only the relationship between the lead supplier and service provider.