Freites Pulido

Throughout the clauses of ISO/IEC 20000-1, what does the term 'service' refer to?. A particular service regardless of the user or the most important service provided by the organization. All of the services that the organization provides. Service or services in the scope of the SMS.

Organization ABC provides services and service components within the scope of the SMS. Can the organization claim conformity to ISO/IEC 20000?. Yes, the fact that some services are provided and operated by the organization is not relevant in this case. No, organization ABC cannot claim conformity to ISO/IEC 20000 if all the services and service components are within the scope of the SMS. Organization ABC can claim conformity, as long as the other parties are certified by a certification body.

What documented information must the SMS include?. Documented information required by ISO/IEC 20000-1 and documented information necessary for the effectiveness of the SMS. Documented information on risks and hazards, the wellbeing of the personnel, and health and safety policies. Documented information on every process of the organization.

What defines the needs of customers, users, and the organization related to the services and the SMS that are to be delivered?. Service portfolio. Service management. Service requirement.

Services needed for the delivery of core services are called. Delivering services. Enabling services. Enhancing services.

Prior to entering an agreement to provide IT services, Organization ABC always requires a list of needs and expectations from the prospective customers or associates. By doing this, Organization ABC is seeking to determine: Service availability. Deliverables. User requirements.

When implementing the SMS, Organization ABC has aligned its terminology in policies, procedures, manuals, forms, etc., to that of the standard. This has created a lot of confusion, as everyone in the organization is struggling to adopt the new terminology. Which course of action is most acceptable in this case?. Do nothing. Enforce the new terminology through various means (e.g., issuing penalties), as it is required by ISO/IEC 20000-1. Revert to the old terminology; Organization ABC is not required to replace it by the terms used in ISO/IEC 20000-1.

Company X has decided to adhere to a code of practice developed by a trade association. What kind of requirement is the interested party adhering to?. Internal voluntary. External voluntary. External mandatory.

The extent to which planned activities are realized and planned results are achieved" is known as: Effectiveness. Efficiency. Objectives.

According to ISO/IEC 20000-1 requirements, the definition of the scope of the SMS must include?. The services in scope and the name of the organization managing and delivering the services. Only the services in scope. The organization's service management policy and service catalogues.

The scope definition established by Company A refers to multiple documents outside the SMS scope. Is this compliant with ISO/IEC 20000?. Yes, the scope definition should include other documents to make it as precise and detailed as possible. No, the scope definition should not refer to documents outside its scope. No, the scope definition should be defined by using other ISO standards aligned with the objectives of the organization.

Department X has established the service management objectives. When planning on how to achieve those objectives, Department X has established a deadline for each objective. In this case, Department X has determined: When service management objectives will be completed. What will be done to achieve service management objectives. How the results will be evaluated.

Which of the following is the top management specifically required to determine?. The internal and external communications relevant to the SMS. Ensuring that what constitutes value for the organization and its customers is determined. Retain documented information on the service management objectives.

ISO/IEC 20000-1, clause 5.2.2 Communicating the service management policy states that the policy must be communicated within the organization, and to interested parties. What is another criterion that organizations must fulfill to comply with the requirement?. The policy must be available as documented information. The policy must be translated. The policy must be communicated via training.

If a part of organization, for example a department, manages and delivers a service only to internal customers, can this department be considered as a service provider?. Yes it can be known as a service provider. Yes, only if it is a governmental entity providing a service or services to other governmental entities. No, to be considered a service provider, the part of the organization must provide a service or services to external customers.

According to the requirements of ISO/IEC 20000-1, the service management policy must include commitments to: Minimize downtime and establish service catalogs. Satisfy applicable requirements and continually improve the SMS and the services. Create, maintain, and update service portfolios.

What does the service management policy represent?. The organizational strategy. Commitment to deliver value to the organization and customers. Both A and B.

Company B has requested all employees to sign the SMS policy. Is this compliant with ISO/IEC 20000-1?. No, the standard does not have such a requirement. Yes, ISO/IEC 20000-1 requires personnel to sign the SMS policy. No, the employees should be represented by one person who communicates with the top management and the personnel at all times.

According to ISO/IEC 20000-1, organizations are required to establish a mechanism which is used to manage the entire lifecycle of all services including proposed services, those in development, live services defined in the service catalog(s), and services that are to be removed. This mechanism is known as: Service-level agreements. Service portfolio. Service management plan.

Organizations are required to have one or more designated individuals responsible for managing customer relationships and maintaining customer satisfaction. These individuals are commonly known as: Business relationship managers. Internal auditors. Service management team.

When creating and updating documented information, ISO/IEC 20000-1 requires from organizations to ensure appropriate identification and description, format and media, and review and approval for suitability and adequacy. In this context, identification and description refers to: The way documented information is used and stored, i.e., paper or electronic. Language, software version, graphics. A title, date, author, or reference number.

According to ISO/IEC 20000-1, a service portfolio is used to: Identify assets necessary for the service delivery. Manage the entire lifecycle of all services. Determine the parties involved in the service lifecycle.

According to ISO/IEC 20000-1, procurement, infrastructure, finance, human resources, facilities are examples of: External suppliers. Internal suppliers. External and internal suppliers.

The documented agreement between the organization and the customer that identifies services and their agreed performance is known as: Contract. Service-level agreement. Service management plan.

With regard to supplier management, the requirements of ISO/IEC 20000-1 address: Only the management of external suppliers. Only the management of internal suppliers. Both the management of external and internal suppliers.

The new or changed services must be built and tested to verify, among others, that they meet service acceptance criteria. What must be done if the service acceptance criteria are not met?. The organization and interested parties make a decision on necessary actions and deployment. The organization must design and build the services from the beginning. The plans for the new or changed services must be terminated since the organization does not have the capabilities to meet service acceptance criteria.

What documented information must the SMS include?. Documented information required by ISO/IEC 20000-1 and documented information determined by the organization as being necessary for the effectiveness of the SMS. Documented information on risks and hazards, the wellbeing of the personnel, and health and safety policies. Documented information on every process of the organization.

A medium of exchange suitable for the organization, which can include actual money received or an accounting entry representing income or revenue is known as: Bill. Income. Budget.

Through which mechanism included in ISO/IEC 20000-1, do organizations understand current and future customer requirements for services?. Demand management. Capacity management. Resource management.

Performance targets and workload limits are examples of: Service requirements. Service delivery. Personnel workload.

Testing on new or changed services is performed: Prior to the implementation of services. During the implementation of services. After the implementation of services.

The collection of one or more new or changed services or service components deployed into the live environment as a result of one or more changes is defined as: Service deployment. Release. Service bundle.

Apart from the service management policy, ISO/IEC 20000-1 also requires the establishment of other policies. Which of the following is NOT one of them?. Change management policy. Business continuity policy. Information security policy.

Do the requirements of ISO/IEC 20000-1 allow organizations to outsource processes?. Yes, but the outsourced processes cannot be included in the SMS scope. No, organizations must plan, implement, and control all their processes. Yes, but the organization must ensure that these processes are controlled.

What is an ongoing process that an organization undergoes in order to improve their procedures, processes, and products or services?. Internal audit. Risk evaluation. Continual improvement.

Regarding the service reporting, which of the following is specifically required by ISO/IEC 20000-1?. The inclusion of dashboards. The inclusion of trends. Establishment of key risk indicators.

Who is responsible of reviewing the organization's SMS and the services?. Governing body. Internal auditor. Top management.

According to ISO/IEC 20000-1, what shall be included in the service level agreements (SLAs)?. Service level targets, workload limits, and exceptions. Service management objectives and planning of their achievement. Service requests, and risks to service continuity.

Which of the following is an example of a second party audit?. The organization is audited by an independent organization to ensure conformity to the specified criteria. The organization audits its own processes. The organization audits its external providers to ensure that they are fulfilling contractual obligations.

What is the organization required to do when the service continuity plan(s) has been invoked?. The organization must report on the cause, impact, and recovery. The organization must develop a new the service continuity plan(s). The organization is not required to take any particular action.

How does ISO/IEC 20000-1 define service requirement?. Request for information, advice, access to a service or a pre-approved change. Needs of customers, users and the organization related to the services and the SMS that are stated or obligatory. Ability of a service or service component to perform its required function at an agreed time or over an agreed period of time.

What is a service catalogue?. Means of delivering value for the customer. Documented information about services that an organization provides to its customers. Specified way to carry out an activity or a process.

Who in the organization is responsible for ensuring that the resources needed for the SMS and the services are available?. The individual(s) responsible for the implementation of the SMS. Personnel. Top management.

SWOT, PEST, and Porter's Five Forces analysis can be used by organizations to: Determine the scope of the SMS. Identify and analyze the interested parties. Analyze the internal and external environment.

Can an organization be supported by external parties in demonstrating conformity to clauses 4 and 5?. Yes, the organization can be supported by other parties. No, the organization has to prove that it is able by itself to adhere to the requirements of clauses 4 and 5. Sometimes, only if it is a small organization that proves it is unable to claim conformity by itself.

According to ISO/IEC 20000-1, the organization must determine the boundaries and applicability of the SMS when: Creating the service management plan. Establishing its scope. Determining external and internal issues relevant to its purpose.

ISO/IEC 20000-1 requires from top management to establish a service management policy that: Includes a commitment to continual improvement of the SMS and the services. Provides a framework for managing external suppliers. Is appropriate to the criticality and types of services provided.

How does ISO/IEC 20000-1 define policy?. Specified way to carry out an activity or a process. Set of interrelated or interacting activities that use inputs to deliver an intended result. Intentions and direction of an organization as formally expressed by its top management.

With regard to principles of effective communication, what does appropriateness mean?. Properly communicate the processes, procedures, methods, data sources, and assumptions to all interested parties. Conduct communication in a honest and fair manner and provide information that is truthful, accurate, and substantive. Provide relevant information to interested parties using formats, language, and media that meet their interests and needs.

Which of the following commitments is the service management policy NOT required to have?. Commitment to eliminate all risks. Commitment to satisfy applicable requirements. Commitment to continual improvement of the SMS and the services.

How does ISO/IEC 20000-1 define a service management system (SMS)?. Set of interrelated or interacting elements of an organization to establish policies and objectives. Set of capabilities and processes to direct and control the organization's activities and resources for the planning, design, transition, delivery and improvement of services to deliver value. Management system to direct and control the service management activities of the organization.

What is the difference between ISO/IEC 20000-1 and ITIL?. ISO/IEC 20000-1 provides a framework for service management systems, whereas ITIL provides a framework for service management objectives and requirements. ISO/IEC 20000-1 provides a description of key documentation, whereas ITIL provides a set of documents required. ISO/IEC 20000-1 is a certification scheme for organizations, whereas ITIL is a certification path for individuals.

The quality and value of a service depends on: Whether it meets the requirements and expectations of users/customers. The number users/customers to which the service is provided. The type and nature of the service.

What must a service catalogue include?. Detailed information of the criticality and types of services. Criteria for the evaluation and selection of other parties involved in the service lifecycle. Information for the organization, customers, users and other interested parties to describe the services, their intended outcomes, and dependencies between the services.

What is the aim of business relationship management (BRM)?. To identify needs of major customers and ensure the ability of the organization to fulfill these changing needs. To establish and maintain business relationships between the organization and customers based on the customer and business needs. To ensure that service components and processes in the SMS that are provided or operated by other parties meet the service requirements.

Which of the following is NOT a common element of a service level agreement (SLA)?. SLA validity period. Configuration information. Escalation process.

Which process includes the activities of identifying, agreeing, and monitoring the service requirements?. Service level management. Business relationship management. Service catalogue management.

According to ISO/IEC 20000-1, for which of the following is demand management responsible to?. Managing and maintaining customer relationships and customer satisfaction. Determining the timescales and thresholds for changes to service capacity. Understanding current and future customer demand for services.

When defining the service availability profile, the organization should consider and address seasonal variations. What does this mean?. The organization should consider and address resource limitations or demand fluctuations. The organization should consider and address defined times of restricted and downgraded service levels. The organization should consider and address times when preventive maintenance tasks are performed.

Release and deployment management shall be used to deploy: Only new services into the live environment. Approved new or changed services into the live environment. Only changed services into the live environment.

According to ISO/IEC 20000-1, how often must the organization's top management review the SMS and the services?. At least once a year. Not specified, at planned intervals. On a quarterly basis or whenever an interruption to the services occurs.

What is monitoring in performance evaluation?. The process of observing a system, process, or product to determine its performance levels. The process of determining the value and traits of a system, process, or product. The process of examining a system, process, or product in order to understand it better.

According to ISO/IEC 20000-1, what is the first thing an organization is required to do when a nonconformity occurs?. React to the nonconformity and, as applicable, deal with the consequences. Suspend individual(s) that caused the nonconformity. Communicate the nonconformity to each interested party.

Recurring activity to enhance performance refers to. Correction. Corrective action. Continual improvement.

Clause 7.3 Awareness of ISO/IEC 20000-1 requires from organizations to ensure that persons doing work under their control are aware of: The information security policy. The service level targets. The service management objectives.

According to ISO/IEC 20000-1, what shall be defined through a change management policy?. Requests for change, including proposals to add, remove, or transfer services. Service components and other items that are under the control of change management. New services with the potential to have a major impact on customers or other services.

What is competence?. Ability to apply knowledge and skills to achieve intended results. Human or organizational asset enabling effective decisions and action in context. Learned capacity to perform a task to a specified expectation.

Based on ISO/IEC 20000-1, the configuration information recorded for each configuration item must include: Unique identification. Version control. Format and media.

What is a service level agreement (SLA)?. An agreement between the customer and an internal supplier that defines their needs and requirements toward relevant services. An agreement between the service user and service provider that identifies services and their performanc. An agreement between the external and internal suppliers that determines the responsibilities of each party toward the service provider.

Which of the following policies is NOT specifically required by ISO/IEC 20000-1?. Service continuity policy. Release policy. Information security policy.

When creating and updating documented information, the organization is required to ensure appropriate identification and description, format and media, as well as review and approval for adequacy and control. In this context, what does format refer to?. A title, date, author, or reference number. Language, software version, graphics. Paper, electronic.

According to ISO/IEC 20000-1, what must be done when there is a dispute between an organization and one of its external suppliers?. The dispute must only be recorded. The organization must seek another external supplier. The dispute must be recorded and managed to closure.

With regard to the other parties involved in service lifecycle, which of the following is prohibited by ISO/IEC 20000-1 requirements?. Involving an external supplier in performing activities to support the service lifecycle. Provision or operation of all services, service components, or processes within the scope of the SMS. Control of other parties involved in service lifecycle.

Organization ABC uses other parties to provide and operate all of the services and service components within the scope of the SMS. Can the organization claim conformity to ISO/IEC 20000-1 requirements in this case?. Yes, the fact that Organization ABC uses other parties to provide and operate all of its services is not relevant in this case. No, Organization ABC cannot demonstrate conformity if it uses other parties to provide and operate all of its services and service components within the scope of the SMS. Organization ABC can claim conformity, as long as the other parties are certified by a certification body.

To which of the terms below does the following definition belong: "needs of customers, users and the organization related to the services and the SMS that are stated or obligatory"?. Service provider. Service management. Service requirement.