ISO 20000 Certification IT Service Management 5

Question 1

In ISO 20000, which process is specifically responsible for controlling the financial aspects of IT service delivery, including budgeting and charging?

Accepted Answer

Service Financial Management

Answer

Service Financial Management covers budgeting, accounting, and charging for IT services within the ISO 20000 framework.

Question 2

When an organization integrates ISO 20000 with ISO 27001, which area of the SMS is most directly strengthened?

Accepted Answer

Service continuity and information security controls

Answer

Integrating ISO 27001 with ISO 20000 directly strengthens information security controls within the SMS, particularly service continuity planning.

Question 3

Under ISO 20000, which type of audit is conducted by the certification body to verify initial compliance?

Accepted Answer

Stage 2 certification audit

Answer

The Stage 2 audit is the full on-site certification audit conducted by the external certification body to verify conformance with ISO 20000-1.

Question 4

A service provider must prioritize and route incoming contacts from users. Under ISO 20000, this is the primary function of:

Accepted Answer

The Service Desk

Answer

The Service Desk is the single point of contact for users and is responsible for logging, prioritizing, and routing incidents and requests.

Question 5

Which of the following is NOT a required output of Incident Management under ISO 20000?

Accepted Answer

Root cause analysis report for all incidents

Answer

Root cause analysis is the responsibility of Problem Management, not Incident Management, which focuses on restoring service quickly.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification IT Service Management 5