PI20-1

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 third 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. ervice 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 navigator 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.

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.

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

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.