ISO 20000 Certification FREE ISO 20000 Service Delivery Processes Questions and Answers 2

Question 1

Which process within ISO 20000 service delivery is responsible for ensuring that agreed service levels are documented, monitored, and reported?

Accepted Answer

Service level management

Answer

Capacity management

Answer

Service continuity management

Answer

Information security management

Question 2

What is the primary objective of capacity management in ISO 20000 service delivery?

Accepted Answer

To ensure sufficient capacity exists to meet current and future agreed demands

Answer

To minimize the cost of IT infrastructure

Answer

To manage changes to the production environment

Answer

To restore normal service operation as quickly as possible

Question 3

In ISO 20000, what must a service continuity plan include to be compliant?

Accepted Answer

Recovery objectives, continuity procedures, and testing schedules

Answer

A list of all IT assets

Answer

A full inventory of software licenses

Answer

Performance benchmarks for all services

Question 4

How does ISO 20000 require service reports to be delivered to stakeholders?

Accepted Answer

At intervals agreed with stakeholders, covering performance against service level targets

Answer

Only when a major incident occurs

Answer

Annually during management review meetings only

Answer

Only upon customer request

Question 5

Which activity is part of the budgeting and accounting for services process under ISO 20000?

Accepted Answer

Tracking costs of service delivery and accounting for them against budgets

Answer

Defining recovery time objectives

Answer

Classifying security incidents by severity

Answer

Performing root cause analysis on recurring incidents

Question 6

What does ISO 20000 require regarding the relationship between service level agreements and underpinning contracts?

Accepted Answer

SLAs must be aligned with underpinning contracts and operational level agreements to ensure commitments can be met

Answer

Underpinning contracts are optional if SLAs exist

Answer

Underpinning contracts replace SLAs for external suppliers

Answer

SLAs and underpinning contracts must be identical documents