PECB ISO-IEC-20000-Foundation Quiz 1 Topic 2 Questions 1-5

Question: 1

During an audit, what is an observation?

AA recommendation that has to be actioned

BA non-fulfillment of a requirement

CA conformity where there is an opportunity for improvement

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

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Question: 2

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

AInternal audit

BRecertificat ion audit

CSurveillance audit

DGap analysis audit

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Question: 3

Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?

AThe competencies required for service management roles shall be determined

BAll service management personnel shall be aware of their contribution to service management objectives

CAppropriate service management staff training records shall be maintained

DAll service management staf shall be qualified to at least ITIL Foundation level

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Question: 4

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

AThey should be shared with the customers

BThey should be left unchanged, even if services change

CThey should be consistent with the service management policy

DThey should be easy to realize

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Question: 5

What is not an input to manage continual improvement?

AGovernance of process operated by other parties

BProblem records

CRelevant directives from top management

DOptimized resource utilization or risk reduction

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PECB ISO-IEC-20000-Foundation Quiz:1 Topic:2 Questions:1-5