Question 1

Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization's business and customers' requirements. What is the best way that management can make this visible?

ABy promoting continual improvement of the SMS

BBy showing leadership and taking actions

CBy taking disciplinary action against underperforming employees

DBy outsourcing change management

Answer : B

Question 2

A release is tested before deployment. The release fails the test because it does not meet the acceptance criteri

a. According to the standard, what must happen?

AThe release should be stopped and rejected so another team can fix it

BThe change advisory board (CAB) should meet and decide whether to deploy or not

CThe organization should decide on necessary actions and deployment

DThe operations team should make the decision to safeguard the live environment

Answer : C

Question 3

What is not an input to manage continual improvement?

AProblem records

BGovernance of processes operated by other parties

COptimized resource utilization or risk reduction

DRelevant directives from top management

Answer : B

Question 4

Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?

ATop management

BA consultancy organization

CAny process owner

DThe Registered Certification Body

Answer : A

Question 5

What do demand management and capacity management do?

ADemand management determines future capacity needs. Capacity management monitors current capacity

BDemand management determines the capacity that customers need. Capacity management determines capacity the organization needs

CDemand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services

DDemand management determines demand for services. Capacity management provides sufficient capacity to meet demand

Answer : D

Free Practice Questions for PECB ISO-IEC-20000-Foundation Exam

Question 1

Question 2

Question 3

Question 4

Question 5