Curious about Actual Exin ISO (ITSM20F.EN) Exam Questions?

Correct : D

A . Incorrect. This is a part of implementing the Service Management plan.

B . Incorrect. This is a part of the Service Management plan. During the Check phase it is important to review if the objectives are being achieved.

C . Incorrect. This is a part of Management responsibility.

D . Correct. This is a part of the standard with regard to the Check phase.

Correct : B

A . Incorrect. ISO/IEC 20000 is a process-based standard. Although various records and documents may be used as evidence in a certification audit, process-related documents (e.g. process descriptions) will form the basis of the evidence.

B . Correct. ISO/IEC 20000 is a process-based standard. The certification audit will be primarily based upon process-related documentation (such as process descriptions) which can be used to assess the range of processes covered in the standard.

C . Incorrect. ISO/IEC 20000 is a process-based standard, and therefore process-related documents (e.g. process descriptions) will form the basis of the evidence. Reports by certified financial auditors will provide relevant evidence to audit Budgeting and Accounting for IT Services, but will not provide information across all processes.

D . Incorrect. ISO/IEC 20000 is a process-based standard. Although various records and documents may be used as evidence in a certification audit, process-related documents (e.g. process descriptions) will form the basis of the evidence.

Correct : D

A . Incorrect. The authorization of the emergency Change is part of the process and there is no recommendation about who does this.

B . Incorrect. It is not recommended to bypass the whole process although some activities may be bypassed and covered later.

C . Incorrect. There is a requirement for a separate policy for emergency Changes but not a recommendation for a separate process.

D . Correct. It is recommended that the Change process should be followed where possible although any activities bypassed should be undertaken as soon as possible.

Correct : B

A . Incorrect. ITIL is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL has been implemented.

B . Correct. This is referenced within the scope of the standard.

C . Incorrect. It is the management system that gets certified not the services.

D . Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL.

Correct : D

A . Incorrect. A legislative or regulatory change may result in a Change request once the change happens, but the Service Management plan is the place to anticipate such triggers.

B . Incorrect. The Business Relationship Management process is likely to gather the information about such changes but the Service Management plan is the place to anticipate such triggers.

C . Incorrect. The Service Level Agreement may be impacted by such changes once they happen but the Service Management plan is the place to anticipate such triggers.

D . Correct. The Service Management plan should cover Service Management processes and service changes triggered by events such as these.