EXIN ISO / IEC 20000 Foundation - ISO20KF Exam Practice Test

A. It is a six step maturity model to improve the capability of business processes.

B. It is a quality instrument to measure defects in process outputs.

C. It is a standard that is recently developed for improvement of IT processes.

D. It is a structured, statistically based approach to process improvement.

A. the Senior Management representative

B. Business Relationship Management

C. Change Management

D. Incident Management

A. in a Change request

B. in the Business Relationship Management process

C. in the Service Level Agreement (SLA)

D. in the Service Management plan

A. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

B. the ability of a component or service to perform its required function at a stated instant or over a stated period of time

C. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

D. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time

A. It shows that a company manages IT Services according to an independently audited quality standard.

B. It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.

C. It shows that the highest possible quality level has been achieved.

D. It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.

A. Service Management Plan

B. Business Resource Plan

C. Availability Plan

D. Capacity Plan

A. in the Service Report

B. in the Service Catalog or the Service Level Agreement (SLA)

C. in the Operational Level Agreement (OLA)

D. in the IT Framework