IT Service Management Flashcards
7 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 IT Service Management flashcards as text
Under ISO 20000-1:2018, which clause governs the planning of the service management system (SMS)?
Answer: Clause 6 – Planning
Clause 6 of ISO 20000-1:2018 covers planning, including actions to address risks and opportunities and setting service management objectives.
Which process ensures that all IT assets and configuration items (CIs) are accurately recorded in ISO 20000?
Answer: Configuration Management
Configuration Management maintains an accurate configuration management database (CMDB) of all CIs and their relationships.
A service provider receives a request for a new software license for an existing user. Under ISO 20000, this is best handled through:
Answer: Service Request Management
Standard, pre-approved requests such as software licenses are handled through Service Request Management.
What is the primary purpose of a Service Level Agreement (SLA) in ISO 20000?
Answer: To define agreed service levels between provider and customer
An SLA formally documents the agreed service levels, targets, and responsibilities between the service provider and the customer.
Which ISO 20000-1:2018 clause requires organizations to determine internal and external issues relevant to the SMS?
Answer: Clause 4 – Context of the Organization
Clause 4 requires organizations to understand their context, including internal and external factors that affect the SMS.
In ISO 20000, 'continual improvement' of the SMS is primarily driven by outputs from:
Answer: Internal audits, management reviews, and nonconformity analysis
Continual improvement is driven by data from internal audits, management reviews, nonconformities, and performance monitoring.
Under ISO 20000, who holds ultimate accountability for the establishment and maintenance of the SMS?
Answer: Top management
ISO 20000-1:2018 Clause 5 (Leadership) places ultimate accountability for the SMS on top management.