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ISO20KF PDF DEMO:

QUESTION NO: 1
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Major non-conformities
B. Problems
C. Customer satisfaction
D. Resource utilization
Answer: B

QUESTION NO: 2
What is accreditation in the context of ISO/IEC 20000?
A. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
B. The notification of approved testing and certification bodies with the relevant authority for publication
C. The determination of measurement results using defined procedures on the basis of documented requirements
D. The official recognition by a third party of organizations involved in testing, inspection and certification
Answer: D

QUESTION NO: 3
Which statement below is not a purpose of Supplier Management procedures?
A. That information on the performance of all suppliers can be observed and acted upon
B. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service
Provider
C. That business transactions between all parties are recorded
D. That the suppliers understand their obligation to the Service Provider
Answer: B

QUESTION NO: 4
Who conducts the "first party audit"?
A. Customers of the IT Service Management organization
B. Other persons on behalf of the Customer
C. An external independent organization
D. The IT Service Management organization itself
Answer: D

QUESTION NO: 5
What is the added value of a service being delivered?
A. You do not have the ownership of specific costs and risks in producing the service.
B. You do not have to invest in a process to control it.
C. You can specifically define the service by means of a Service Level Agreement (SLA).
D. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
Answer: A

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