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ISO 20000 ISO-IEC-20000-Foundation Book

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Question 12

Which would NOT be included in a service management plan?

Options:

A.

Service desk contact details and hours of service

B.

Technology used to support the service management system

C.

Resources required to operate the service management system

D.

List of services

Question 13

ISO/IEC 20000-1 can be applicable to a service provider:

Options:

A.

Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements

B.

Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirements

C.

Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements

D.

Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements

Question 14

What kind of request would qualify as a service request?

Options:

A.

A request for a design change

B.

A request to terminate a subscription

C.

A request for information

D.

A billing inquiry

Question 15

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?

Options:

A.

The interfaces between the business processes

B.

The technology to support the service management system

C.

The service continuity procedures

D.

The procedure for dealing with emergency releases

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ISO-IEC-20000-Foundation Exam Questions Tutorials, ISO 20000 ISO-IEC-20000-Foundation Book,
Exam Code: ISO-IEC-20000-Foundation
Exam Name: ISO/IEC 20000 Foundation Exam
Last Update: Jan 22, 2025
Questions: 53
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