Pass the PECB ISO 20000 ISO-IEC-20000-Foundation Questions and answers with CertsForce

By coordinate activities with other parties involved in the service lifecycle

By appointing a designated individual who is responsible for managing the relationship with the external supplier

By agreeing the scope of the services to be delivered by the external supplier

By signing a contract with the external supplier

The use of technology is mandatory

The technology and tools used shall be assessed during the audits

Any tools used shall be listed on the ISO catalogue of approved tools

The data reported from the tools can be used to provide evidence for audits

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

To ensure that a process exists for the procurement of suppliers

To ensure that supplier processes and procedures are defined

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

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

To enforce the information security policy

To monitor information security incidents

To control access to the services

To address identified information security risks

A reduction in the quality of a service

A request for access to a service

An unplanned interruption to a service

An event that has NOT yet impacted the service to the customer

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

To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances

To ensure that potential service continuity issues are predicted and preventive action taken

To ensure that service continuity plans are tested in accordance with business needs

To ensure that service continuity requirements are fully defined and agreed in service level agreements

ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused

ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

Record, prioritize, resolve, close

Record, prioritize, fulfill, close

Prioritize, escalate, resolve, close

Record, classify, escalate, close