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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:

>> ISO-IEC-20000-Foundation Materials <<

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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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