ISO 20000 Certification Service Delivery Processes 4

Question 1

In ISO 20000, which of the following best describes a 'service level requirement' (SLR)?

Accepted Answer

A customer's documented needs that form the basis for SLA negotiation

Answer

An SLR captures the customer's documented service needs and expectations, which then form the basis for negotiating and drafting the SLA.

Question 2

Under ISO 20000, availability management must consider which of the following when calculating availability targets?

Accepted Answer

Both planned and unplanned downtime across all service components

Answer

Availability calculations must account for all downtime including both planned maintenance and unplanned failures across all components that support the service.

Question 3

What is the key difference between a recovery time objective (RTO) and a recovery point objective (RPO)?

Accepted Answer

RTO defines how quickly a service must be restored; RPO defines how much data loss is acceptable

Answer

RTO specifies the maximum tolerable time to restore a service after a disruption, while RPO specifies the maximum acceptable amount of data that may be lost.

Question 4

In ISO 20000, who is ultimately accountable for ensuring that service delivery processes meet agreed objectives?

Accepted Answer

Senior management of the service provider organization

Answer

ISO 20000-1 places accountability for the SMS and its outcomes, including service delivery, with the top management of the service provider.

Question 5

Which ISO 20000 process ensures that underpinning contracts with third-party suppliers support the service levels agreed with customers?

Accepted Answer

Supplier management

Answer

Supplier management ensures that contracts and relationships with third-party suppliers align with and support the service levels promised to customers.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Service Delivery Processes 4