ISO/IEC 20000 IT Service Management Associate Quiz Answers

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The Skills You’ll Learn:

Chapter 1. Why Does ISO/IEC 27001 Matter?
Chapter 2. The value of implementing service management.
Chapter 3. How does ISO/IEC 20000 function?
Chapter 4. Core concepts of ISO/IEC 20000.
Chapter 5. ISO/IEC 20000 Step-By-Step Implementation Guide.
Chapter 6. ISO/IEC 20000 IT Service Management Systems Framework.
Chapter 7. ISO 20000 – Roles And Responsibility In Organizations.
Chapter 8. Why Understanding Roles is Critical to the Service Management Program?
Chapter 9. Five Typical Roles and Responsibilities.
Chapter 10. ISO 20000 Service Management Systems Associate.
Chapter 11. ISO 20000 Service Management Systems Internal Auditor.
Chapter 12. ISO 20000 Service Management Systems Lead Auditor.
Chapter 13. ISO 20000 Service Management Systems Lead Implementor.
Chapter 14. ISO 20000 Service Management Service/Support Desk Manager.
BONUS Chapter 1. Become A Bit Better Than You, Everyday.
BONUS Chapter 2. Next Steps For The Pursuit Of Growth.

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ISO/IEC 20000 IT Service Management Associate Quiz Answers

Question 1)
What is a benefit when your organization implements a service management system?

  • Lower operating costs due to greater efficiency.
  • Increased customer satisfaction due to an enhanced service experience.
  • A more standardized way of providing services brings greater ease of operation.
  • All the choices above.

Question 2)
What is a core concept of ISO/IEC 20000?

  • Documented information.
  • Preventive Action.
  • Management responsibility.
  • All the choices above.

Question 3)
Problem Management is responsible for carrying out trend analysis of incident volumes and types. What is the reason for this?

  • To be able to provide reports to Management.
  • To provide input to the Capacity Database.
  • To prevent the repetitive occurrence of incidents.
  • None of the choices above.

Question 4)
Who should always be informed in case a release is delayed, rejected, or canceled?

  • Change Management.
  • Incident management.
  • The senior management representative.
  • Business relationship management.

Question 5)
Who has responsibility for continual improvement?

  • Management only.
  • The customer.
  • Quality experts only.
  • All employes.

Question 6)
What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

  • The organization is more customer-focused.
  • The organization has fewer suppliers to deal with.
  • The organization behaves in a socially responsible way.
  • The environmental needs of the employees are cared for.

Question 7)
There is a system of continuous improvement. It is a cycle. Which four activities does this system involve?

  • Plan-Do-Check-Act.
  • Plan-Do-Evaluate-Act.
  • Plan-Perform-Evaluate-Act.
  • Plan-Perform-Audit-Improve.

Question 8)
What can be improved by achieving quality objectives?

  • Relationship with the employees.
  • Effectiveness of the service.
  • Personal satisfaction of the Management.
  • Relationship with interested suppliers.

Question 9)
Which Step is included in the Implementation Guide of ISO/IEC 20000?

  • Get Management Support.
  • Define Processes and Procedures.
  • Choose a reasonable Certification Body.
  • All the choices above.

Question 10)
What is a Known Error?

  • A Problem that is resolved.
  • A Problem that cannot be matched.
  • A Problem for which the cause and Workaround have been identified.
  • A serious incident whose resolution is known.

Question 11)
Through which process does the implementation of new or changed services, including the closure of a service, need to be planned and approved?

  • Release Management.
  • Change Management.
  • Service Level Managemnet.
  • Business Relationship Management.

Question 12)
Why is the Step-By-Step Implementation Guide essential?

  • It helps the organization to implement the ISO 20000.
  • The 13 steps are needed to help the organization for the implementation and preparation for certification.
  • It gives your service organization and its stakeholders a clear overview of what to do and what to expect.
  • All the choices above.

Question 13)
Which one is a Service Management Process?

  • Control Processes.
  • Service Delivery Processes.
  • Relationship Processes.
  • All the choices above.

Question 14)
What is a Configuration Baseline?

  • A configuration audit report.
  • The change requests allocated to a release.
  • A benchmark of the service provider’s capability.
  • A snapshot of the state of a service or individual configuration items at a point in time.

Question 15)
What should be included in a document of the ISO/IEC IT Service Management System Framework?

  • Policy statements.
  • Plans and procedures.
  • Service level agreements and contracts.
  • All the choices above.

Question 16)
Which process or function is responsible for supplying first-line support and assistance in IT services’ daily use?

  • Service Desk.
  • Incident Management.
  • Service Level Management.
  • None of the choices above.

Question 17)
What is the task of an ISO/IEC 20000 Company Management?

  • Has established service management policy, objectives, and plans.
  • Manages risks to the service management organization and services.
  • Ensures that customer requirements are determined and are met with the aim of improving customer satisfaction.
  • All the choices above.

Question 18)
What may define the scope of the Service Management in the Service Management plan?

  • The number of staff.
  • The location of the services.
  • The size of the infrastructure.
  • All the choices above.

Question 19)
Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

  • It must be available in at least one hard copy.
  • It must never include any know-how of the organization.
  • It must include the scope of the organization`s service management plan.
  • None of the choices above.

Question 20)
While planning for service improvements, what is an important best practice to consider?

  • An independent project manager should monitoring the progress so that objectivity can be maintained.
  • The service improvement targets should not change until the target is reached.
  • The service improvement targets should be measurable, linked to business objectives, and documented in a plan.
  • None of the choices above.

Question 21)
What is the aim of an internal audit?

  • To monitor employee performance.
  • To ensure and improve one`s quality capability.
  • To verify if the defined key performance indicators are determined.
  • To instruct all employees that quality-related requirements must be observed.

Question 22)
What does Service reporting in the Service Delivery Process include?

  • Satisfaction Analysis.
  • Trend information.
  • Workload characteristics, e.g., resource utilization, volume
  • All the choices above.

Question 23)
What is a best practice for Capacity Management?

  • The Service Catalog should be maintained and kept up-to-date.
  • The resilience of the infrastructure components should be measured and included in the Capacity Plan.
  • A Capacity plan, which is documenting the actual performance and the expected requirements, should be produced at least annually.
  • None of the choices above.

Question 24)
Which is an activity for continual improvement that an ISO/IEC 20000 Company should perform?

  • Measure, report, and communicate the service improvements.
  • Set targets for improvements in quality, costs, and resource utilization.
  • Ensure that all approved actions are delivered and that they achieve their intended objectives.
  • All the choices above.

Question 25)
What should be considered while planning for a new or changed service?

  • Known Errors to file systems.
  • The existing service levels.
  • A complete review of all recent security breaches.
  • The verification that the appropriate level of testing is completed.

Question 26)
During an audit, the evidence is required for Service Management policies, plans, and procedures. Who should ensure that this evidence is available?

  • The Auditor.
  • The Senior responsible owner.
  • The Service Level Manager.
  • The Business Relationship process owner.

Question 27)
Problem Management activities analyze historical incidents and problem data held in the Configuration Management Database to understand trends. Which aspect of Problem Management accomplishes this?

  • Error Control.
  • Problem Control.
  • Proactive Problem Management.
  • Identification of root causes.

Question 28)
A Release policy needs to be documented and agreed upon. What must be included in the Release policy?

  • The Release dates.
  • Release Requests for Change.
  • The frequency and type of Releases.
  • The analysis of the success or failure of.

Question 29)
There is a strict behavioral guideline for an ISO internal auditor when he is performing his duties. Which one is a behavior?

  • Independent, unbiased auditing.
  • Objective assessment of solid pieces of evidence.
  • Fair and impartial treatment of relevant personnel.
  • All the choices above.

Question 30)
According to ISO/IEC 20000, the use of suppliers to provide aspects of the Service Management processes is acceptable. What level of the supply chain must the service provider manage?

  • All relationships between lead and subcontracted suppliers.
  • Only as agreed in the contracts between the various parties.
  • Only the relationship between the lead supplier and service provider.
  • Only the subcontractors as the lead supplier is integral to the service delivery and self-managing.



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