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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.

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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q19-Q24):

NEW QUESTION # 19
ISO/IEC 20000-1 can be applicable to a service provider:

A. Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements
B. Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements
C. Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements
D. Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirements

Answer: B

NEW QUESTION # 20
What is an audit observation?

A. A recommendation that has to be actioned
B. A non-fulfilment of a requirement
C. A conformity to the standard where there is an opportunity for improvement
D. A finding against an area which is NOT in the scope of the standard

Answer: C

NEW QUESTION # 21
What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

A. It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system
B. ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused
C. An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001
D. ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

Answer: C

NEW QUESTION # 22
What is an example of a requirement for the service management objectives?

A. They should be left unchanged, even if services change
B. They should be easy to realize
C. They should be consistent with the service management policy
D. They should be shared with the customers

Answer: C

NEW QUESTION # 23
Which is a requirement of incident management for a Major Incident?

A. The customer shall be responsible for the definition of a Major Incident
B. The root cause of a major incident shall be recorded at the time the incident record is created
C. Responsibility shall be assigned for managing a major incident
D. Opportunities for improvement shall be identified before the incident is resolved

Answer: C

NEW QUESTION # 24
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