PI20-1 (2)

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 performance. 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.

When implementing the SMS, Organization ABC has also 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.

Should charging be included in contracts with external suppliers?. Yes. No. Yes, with regular suppliers only.

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.

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.

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.