ISO 20000 Certification IT Service Management 2

Question 1

Under ISO 20000-1:2018, which clause governs the planning of the service management system (SMS)?

Accepted Answer

Clause 6 – Planning

Answer

Clause 6 of ISO 20000-1:2018 covers planning, including actions to address risks and opportunities and setting service management objectives.

Question 2

Which process ensures that all IT assets and configuration items (CIs) are accurately recorded in ISO 20000?

Accepted Answer

Configuration Management

Answer

Configuration Management maintains an accurate configuration management database (CMDB) of all CIs and their relationships.

Question 3

A service provider receives a request for a new software license for an existing user. Under ISO 20000, this is best handled through:

Accepted Answer

Service Request Management

Answer

Standard, pre-approved requests such as software licenses are handled through Service Request Management.

Question 4

What is the primary purpose of a Service Level Agreement (SLA) in ISO 20000?

Accepted Answer

To define agreed service levels between provider and customer

Answer

An SLA formally documents the agreed service levels, targets, and responsibilities between the service provider and the customer.

Question 5

Which ISO 20000-1:2018 clause requires organizations to determine internal and external issues relevant to the SMS?

Accepted Answer

Clause 4 – Context of the Organization

Answer

Clause 4 requires organizations to understand their context, including internal and external factors that affect the SMS.

ISO 20000 Certification Practice Test