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2025 ISO-IEC-20000-Foundation: High Hit-Rate ISO/IEC 20000 Foundation Exam Materials
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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:
Topic
Details
Topic 1
- 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.
Topic 2
- 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 3
- Fundamental Concepts and Principles of Service Management and the SMS Based on ISO
- IEC 20000-1:
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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q30-Q35):
NEW QUESTION # 30
How should service requests be handled according to ISO/IEC 20000-17?
- A. Record, prioritize, resolve, close
- B. Record, prioritize, fulfill, close
- C. Prioritize, escalate, resolve, close
- D. Record, classify, escalate, close
Answer: B
NEW QUESTION # 31
What do demand management and capacity management do?
- A. Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs
- B. Demand management determines future capacity needs. Capacity management monitors current capacity
- C. Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services
- D. Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand
Answer: D
NEW QUESTION # 32
When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?
- A. Service level management
- B. Supplier management
- C. Resource management
- D. Service availability management
Answer: B
NEW QUESTION # 33
Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".
- A. update to a configuration item
- B. change of scope
- C. proposal for a new service
- D. access to a service
Answer: D
NEW QUESTION # 34
Identify the missing words in the following sentence. The definition of the scope of the SMS shall include the services in scope and the [???] managing and delivering the services.
- A. service management processes used for
- B. name of the organization
- C. names of suppliers involved in
- D. number of resources required for
Answer: B
NEW QUESTION # 35
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