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

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)
  • Here is my badge:
ISO/IEC 20000 IT Service Management Associate™

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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.

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