ISO20KF ISO / IEC 20000 Foundation Questions and Answers

A. Correct. A statement defined to deliver focus to the organization.

B. Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.

C. Incorrect. These detail the needs of the Quality Management System, not of the policy.

D. Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.

A. Incorrect. ISO/IEC 20000 is a process-based standard. Although various records and documents may be used as evidence in a certification audit, process-related documents (e.g. process descriptions) will form the basis of the evidence.

B. Correct. ISO/IEC 20000 is a process-based standard. The certification audit will be primarily based upon process-related documentation (such as process descriptions) which can be used to assess the range of processes covered in the standard.

C. Incorrect. ISO/IEC 20000 is a process-based standard, and therefore process-related documents (e.g. process descriptions) will form the basis of the evidence. Reports by certified financial auditors will provide relevant evidence to audit Budgeting and Accounting for IT Services, but will not provide information across all processes.

D. Incorrect. ISO/IEC 20000 is a process-based standard. Although various records and documents may be used as evidence in a certification audit, process-related documents (e.g. process descriptions) will form the basis of the evidence.

A. Incorrect. The authorization of the emergency Change is part of the process and there is no recommendation about who does this.

B. Incorrect. It is not recommended to bypass the whole process although some activities may be bypassed and covered later.

C. Incorrect. There is a requirement for a separate policy for emergency Changes but not a recommendation for a separate process.

D. Correct. It is recommended that the Change process should be followed where possible although any activities bypassed should be undertaken as soon as possible.

A. Correct. When planning new or changed services it should 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 normally no relation to planning for new or changed services.

D. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.

A. Incorrect. A legislative or regulatory change may result in a Change request once the change happens, but the Service Management plan is the place to anticipate such triggers.

B. Incorrect. The Business Relationship Management process is likely to gather the information about such changes but the Service Management plan is the place to anticipate such triggers.

C. Incorrect. The Service Level Agreement may be impacted by such changes once they happen but the Service Management plan is the place to anticipate such triggers.

D. Correct. The Service Management plan should cover Service Management processes and service changes triggered by events such as these.

A. Incorrect. This is not relevant.

B. Correct. This is part of the standard.

C. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology). This is no part of the proposals for new or changed services.

D. Incorrect. This plan is much broader than only new or changed services.

A. Incorrect. This is the definition of a Change record.

B. Incorrect. This is the definition of a Baseline.

C. Incorrect. This is the definition of an Incident.

D. Correct. This is the definition of Availability.

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.

A. Incorrect. Problem records are opened based upon Incident analysis.

B. Incorrect. To check if Incident records are adequately closed, Incident records shall be analyzed.

C. Correct. Analysis of Change records allows for trend identification.

D. Incorrect. The purpose of analyzing Change records is to detect increasing levels of Changes and emerging trends.