FREE ISO 20000 Service Management System (SMS) Questions and Answers

Question 1

According to ISO 20000, which of the following is a primary responsibility of top management within the Service Management System (SMS)?

Accepted Answer

Establishing the service management policy and objectives.

Answer

Performing the daily operational tasks of incident resolution.

Answer

Developing the detailed technical specifications for new services.

Answer

Conducting the internal audits of all service management processes.

Question 2

A service provider is implementing a Service Management System (SMS) compliant with ISO 20000. They are currently in the phase of monitoring and measuring the SMS and its services against their policies, objectives, and service requirements. Which phase of the Plan-Do-Check-Act (PDCA) cycle does this activity represent?

Accepted Answer

Check

Answer

Plan

Answer

Do

Answer

Act

Question 3

A company has recently experienced several related incidents causing service disruptions. While the incident management process restored service each time, the underlying issue persists. To comply with ISO 20000, which process should be initiated to find and eliminate the root cause of these recurring incidents?

Accepted Answer

Problem Management

Answer

Change Management

Answer

Service Level Management

Answer

Service Continuity Management

Question 4

What is the primary purpose of a Configuration Management Database (CMDB) within an ISO 20000 compliant Service Management System?

Accepted Answer

To provide a single, logical view of IT components and their relationships.

Answer

To store all incident and service request tickets for historical analysis.

Answer

To act as a repository for all service management policies and procedures.

Answer

To manage the budget and financial resources for all IT services.

Question 5

Which of the following best describes the principle of 'continual improvement' within the context of an ISO 20000 Service Management System (SMS)?

Accepted Answer

An ongoing effort to improve the effectiveness and efficiency of the SMS and services.

Answer

A one-time project to overhaul all service management processes.

Answer

The process of acquiring new technology to replace outdated systems.

Answer

A mandatory annual audit conducted by an external certification body.

Question 6

An organization is defining the scope of its Service Management System (SMS) for ISO 20000 certification. According to the standard, which of the following must be considered during this activity?

Accepted Answer

The internal and external issues relevant to its purpose and the requirements of interested parties.

Answer

The marketing strategy for the services offered.

Answer

The personal preferences of the IT support staff.

Answer

The specific software development methodology used by the engineering team.