Free PECB ISO-IEC-20000-Foundation Exam Dumps Questions & Answers

Which is a requirement of incident management for a Major Incident?

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

How can an organization determine the effectiveness of the service level management process?

• A.By defining service levels
• B.By reporting on all incidents
• C.By checking contracts with suppliers
• D.By monitoring service level targets

To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

• A.The technology to support the service management system
• B.The interfaces between the business processes
• C.The service continuity procedures
• D.The procedure for dealing with emergency releases

Why would organization adopt ISO/TEC 20000?

• A.To confirm that all ITIL guidelines have been implemented
• B.To certify their services
• C.To certify their products
• D.To review the Service Management System (SMS)

What is not an input to manage continual improvement?

• A.Problem records
• B.Optimized resource utilization or risk reduction
• C.Relevant directives from top management
• D.Governance of processes operated by other parties