CERTIPROF_ISO 20000 FOUNDATION

A change management policy should be established and documented to define:

• •  Criteria for determining changes with the potential to have a major impact on clients or services.

• • Service components and other elements that are under the control of change management.

• • The categories of change, including emergency change, and how they should be managed.

• • All the above.

Configuration Management should consider:

• Define the types of configuration items.

• Services are to be classified as configuration items.

• Access to configuration information must be controlled.

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• All the above.

Regarding Business Relationship Management.

• • Must measure, at planned intervals, satisfaction with services.

• • You should review performance trends and service results at planned intervals.

• 1. The organization should establish communication agreements with its customers and other stakeholders.

• 1. All the above.

Which statement best describes the ISO/IEC 20000-1 standard?

• • Provides the requirements of the Service Management System.

• • Provides guidelines on how to implement a service management system.

• Provides guidelines on demonstrating conformity for the service provider.

• Represents the industry consensus on quality procedures for IT service
  management processes.

Decisions on the approval and prioritization of change requests should consider:

• Risks, business benefits, viability and financial impact.

• • The potential impacts of the change on capacity, availability of services, continuity of services and information security.

• • The potential impacts of the change on other change requests, deliverables and deployment plans.

• • All options are correct.

How should information security controls be managed?

• 1. The organization shall agree upon and implement information security controls to address information security risks related to external organizations.

• 1. The organization shall monitor and review the effectiveness of information security controls and take the necessary actions.

• 1. Information security risks to the SMS and services shall be assessed and documented at planned intervals.

• 1. All of the above options are correct.

New or modified services must:

• 1. Build and test to verify that they meet service requirements.

• 2. ICs affected by new or changed services must be managed through Change
     Management.

• 1. Not considering the agreed criteria for acceptance of services.

• 2. Use delivery and change management.

The service portfolio includes the:

• 1. Service catalog management.

• 1. Configuration management.

• 1. Asset management.

• 1. All options are correct.

One of the following statements is correct about ISO/IEC 20000-1:

• 1. A best practices guide for ITSM management.

• 1. Specifies the requirements for the establishment, implementation, maintenance and continual improvement of a Service Management System (SMS).

• 1. Provides guidance on the implementation of service management systems.

• 1. Complies with ITIL4 requirements.

Regarding incident management, is it correct to state that incidents should be:

• Prioritized according to impact and urgency.

• Escalated if necessary.

• • Registered and classified.

• • All of the above options must be met.