2025 Latest 100% Exam Passing Ratio – ISO-IEC-20000-Foundation Dumps PDF [Q29-Q53]

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2025 Latest 100% Exam Passing Ratio – ISO-IEC-20000-Foundation Dumps PDF

Pass Exam With Full Sureness – ISO-IEC-20000-Foundation Dumps with 55 Questions

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

Topic	Details
Topic 1	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 2	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 3	Fundamental Concepts and Principles of Service Management and the SMS Based on ISO IEC 20000-1:

Q29. Identify the missing words in the following sentence.The definition of service request is “a request for information, advice, [ ??? ] or a pre-approved change”.

proposal for a new service

access to a service

update to a configuration item

change of scope

Q30. What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

To ensure that supplier processes and procedures are defined

To ensure that contracts with external suppliers are accessed for alignment against SLAs of customers

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

To ensure that a process exists for the procurement of suppliers

Q31. What process, other than business relationship management, reviews service performance with the customer?

Service Level management

Budgeting and accounting for services

Service Reporting

Service availability management

Q32. What do demand management and capacity management do?

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

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

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

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

Q33. How can an organization determine the effectiveness of the service level management process?

By monitoring service level targets

By defining service levels

By checking contracts with suppliers

By reporting on all incidents

Q34. When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

Service availability management

Supplier management

Service level management

Resource management

Q35. How should a problem requiring a change to a configuration item be resolved?

Escalate the problem to service level management

Update the configuration management database

Use a service request

Raise a request for change

Q36. 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?

The interfaces between the business processes

The technology to support the service management system

The service continuity procedures

The procedure for dealing with emergency releases

Q37. How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?

One

Two

Three

Five

Q38. What is not an input to manage continual improvement?

Problem records

Governance of processes operated by other parties

Optimized resource utilization or risk reduction

Relevant directives from top management

Q39. What is the value of good service management?

It allows an organization to be certified, which always adds value for the business

It provides a structure for service provisioning that can be adapted to the culture of the organization

ensures people to comply with service level agreements (SLAS) using documented information

It offers prescriptive guidance that allows the organization to create efficient processes.

Q40. One of the activities required for effective planning, coordination, and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

Service desk

Release and deployment management

Change management

Configuration management

Q41. What do the principles Adapt and Adopt mean?

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization’s needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

Q42. Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?

The external supplier

The service provider’s business relationship manager

The service provider’s contract manager

The sub-contracted supplier

Q43. Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services.

name of the organization

names of suppliers involved in

number of resources required for

service management processes used for

Q44. What is an audit observation?

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

Q45. Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?

The competencies required for service management roles shall be determined

All service management personnel shall be aware of their contribution to service management objectives

Appropriate service management staff training records shall be maintained

All service management staf shall be qualified to at least ITIL Foundation level

Q46. When managing a major incident, what is one of the activities that needs to be performed?

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

Q47. Which document defines the scope of services to be delivered by an external supplier who implements and operates some parts of the service management processes?

A contract agreed with the service provider organization

A contract agreed with the customers

A list of service level targets agreed with the customers

A list of service level targets agreed with the service provider organization

Q48. “How do the information security requirements of ISO/IEC 20000-1 and ISO/IEC 27001 relate to each other?”

The requirements of ISO/IEC 20000-1 are the same as the requirements of ISO/IEC 27001

The requirements of ISO/IEC 20000-1 are lighter than the requirements of ISO/IEC 27001

They don’t relate

The requirements of ISO/IEC 20000-1 are more elaborate than the requirements of ISO/IEC 27001

Q49. Which would NOT be included in a service management plan?

Service desk contact details and hours of service

Technology used to support the service management system