FREE ISO 20000 Service Delivery Processes Questions and Answers

Question 1

Which of the following service delivery processes, according to ISO/IEC 20000-1:2018, is primarily concerned with establishing and maintaining agreements for the supply of goods and services by external parties to support the service provider's services?

Accepted Answer

Supplier management

Answer

Service level management

Answer

Availability management

Answer

Service continuity management

Question 2

A service provider is reviewing its current resource allocation for critical IT infrastructure. To ensure that resources are optimized and aligned with current and future service demands, which ISO/IEC 20000-1:2018 service delivery process should be primarily utilized?

Accepted Answer

Capacity management

Answer

Information security management

Answer

Budgeting and accounting for services

Answer

Change management

Question 3

According to ISO/IEC 20000-1:2018, what is a key objective of the 'information security management' process within service delivery?

Accepted Answer

To protect information from a defined set of threats and ensure business continuity.

Answer

To ensure all service components are financially viable.

Answer

To manage the life cycle of all hardware and software assets.

Answer

To define and agree on service targets with customers.

Question 4

A critical service outage has occurred due to a major network component failure. Which ISO/IEC 20000-1:2018 service delivery process is responsible for ensuring that the service can be restored within agreed timescales and that measures are in place to prevent similar major disruptions?

Accepted Answer

Service continuity management

Answer

Service reporting

Answer

Availability management

Answer

Demand management

Question 5

Which statement accurately describes a key output or activity of the 'budgeting and accounting for services' process, as per ISO/IEC 20000-1:2018?

Accepted Answer

Managing costs and budgets for services and service components.

Answer

Defining the scope of all service level agreements.

Answer

Ensuring the confidentiality, integrity, and availability of information.

Answer

Planning and managing the capacity of IT infrastructure.

Question 6

During a regular service review meeting, a customer expresses dissatisfaction with the speed of incident resolution. Which ISO/IEC 20000-1:2018 service delivery process is primarily responsible for monitoring and reporting on actual service performance against agreed service targets, including incident resolution times?

Accepted Answer

Service level management

Answer

Change management

Answer

Problem management

Answer

Release and deployment management