Authentic PECB ISO-IEC-20000-Foundation Exam Dumps PDF - 2025 Updated [Q14-Q37]

Authentic PECB ISO-IEC-20000-Foundation Exam Dumps PDF – 2025 Updated [Q14-Q37]

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Authentic PECB ISO-IEC-20000-Foundation Exam Dumps PDF – 2025 Updated

Get Prepared for Your ISO-IEC-20000-Foundation Exam With Actual 55 Questions

PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	ISO IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.
Topic 2	Fundamental Concepts and Principles of Service Management and the SMS Based on ISO IEC 20000-1:
Topic 3	This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.

Q14. What is an example of a requirement for the service management objectives?

They should be shared with the customers

They should be left unchanged, even if services change

They should be consistent with the service management policy

They should be easy to realize

Q15. at is the difference between a nonconformity and an observation?

A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement

A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor

They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted

They are different names for the same thing

Q16. One of the activities required for effective planning, coordination, and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

Service desk

Release and deployment management

Change management

Configuration management

Q17. Which document defines the scope of services to be delivered by an external supplier who implements and operates some parts of the service management processes?

A contract agreed with the service provider organization

A contract agreed with the customers

A list of service level targets agreed with the customers

A list of service level targets agreed with the service provider organization

Q18. During an audit, what is an observation?

A recommendation that has to be actioned

A non-fulfillment of a requirement

A conformity where there is an opportunity for improvement

A finding against an area which is NOT in the scope of the standard

Q19. What is the objective of service continuity management?

To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances

To ensure that potential service continuity issues are predicted and preventive action taken

To ensure that service continuity plans are tested in accordance with business needs

To ensure that service continuity requirements are fully defined and agreed in service level agreements

Q20. Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization’s business and customers’ requirements. What is the best way that management can make this visible?

By promoting continual improvement of the SMS

By showing leadership and taking actions

By taking disciplinary action against underperforming employees

By outsourcing change management

Q21. What is the intent of incident management?

To restore services as quickly as possible

To match new incidents to known errors

To track problems into the known error database

To communicate with customers as to future service disruptions

Q22. What do the principles Adapt and Adopt mean?

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization’s needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

Q23. What process, other than business relationship management, reviews service performance with the customer?

Service Level management

Budgeting and accounting for services

Service Reporting

Service availability management

Q24. What does ISO/IEC 20000-1 specify?

A methodology for ensuring that service management operates at the least possible cost

The requirements for a service management system

Best practice guidelines for service management

Guidance on the application of service management systems

Q25. Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

Internal audit

Recertificat ion audit

Surveillance audit

Gap analysis audit

Q26. When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

Service availability management

Supplier management

Service level management

Resource management

Q27. What is the intent of the service availability management process?

To ensure that agreed levels of service commitments to customers can be met in all circumstances

To ensure agreed effective communication towards customers

To ensure that agreed service availability commitments to providers can be met in all circumstances

To ensure that agreed service availability commitments to customers can be met within agreed targets

Q28. What do demand management and capacity management do?

Demand management determines future capacity needs. Capacity management monitors current capacity

Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs

Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services

Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand

Q29. To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization’s policies, IT service management must be planned. What must always be included in the service management plan?

The interfaces between the business processes

The technology to support the service management system

The service continuity procedures

The procedure for dealing with emergency releases

Q30. Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?

The external supplier

The service provider’s business relationship manager

The service provider’s contract manager

The sub-contracted supplier

Q31. “How do the information security requirements of ISO/IEC 20000-1 and ISO/IEC 27001 relate to each other?”

The requirements of ISO/IEC 20000-1 are the same as the requirements of ISO/IEC 27001

The requirements of ISO/IEC 20000-1 are lighter than the requirements of ISO/IEC 27001

They don’t relate

The requirements of ISO/IEC 20000-1 are more elaborate than the requirements of ISO/IEC 27001

Q32. To which other process is service design and transition most related?

Continual improvement

Change management

Incident management

Asset management

Q33. What is the purpose of information security controls?

To enforce the information security policy

To monitor information security incidents

To control access to the services

To address identified information security risks

Q34. What is an audit observation?

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

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