ISO-IEC-20000-Foundation Exam Pattern & ISO-IEC-20000-Foundation Well Prep

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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.
Topic 2	ISO IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.
Topic 3	Fundamental Concepts and Principles of Service Management and the SMS Based on ISO IEC 20000-1:

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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

A. By coordinate activities with other parties involved in the service lifecycle
B. By appointing a designated individual who is responsible for managing the relationship with the external supplier
C. By signing a contract with the external supplier
D. By agreeing the scope of the services to be delivered by the external supplier

Answer: A

NEW QUESTION # 38
When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

A. Service level management
B. Supplier management
C. Service availability management
D. Resource management

Answer: B

NEW QUESTION # 39
How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?

A. One
B. Three
C. Five
D. Two

Answer: B

NEW QUESTION # 40
Which is a requirement of incident management for a Major Incident?

A. Responsibility shall be assigned for managing a major incident
B. The root cause of a major incident shall be recorded at the time the incident record is created
C. The customer shall be responsible for the definition of a Major Incident
D. Opportunities for improvement shall be identified before the incident is resolved

Answer: A

NEW QUESTION # 41
What kind of request would qualify as a service request?

A. A billing inquiry
B. A request for a design change
C. A request for information
D. A request to terminate a subscription

Answer: C

NEW QUESTION # 42
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