QUESTION 32
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.

QUESTION 33
Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization’s business and customers’ requirements. What is the best way that management can make this visible?

QUESTION 34
To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization’s policies, IT service management must be planned. What must always be included in the service management plan?

QUESTION 35
When managing a major incident, what is one of the activities that needs to be performed?

QUESTION 36
How should a problem requiring a change to a configuration item be resolved?

QUESTION 37
A release is tested before deployment. The release fails the test because it does not meet the acceptance criteri a. According to the standard, what must happen?

QUESTION 38
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

QUESTION 39
What is the intent of the service availability management process?

QUESTION 40
Which is not an example of configuration information for a CI?

QUESTION 41
What is the value of good service management?

QUESTION 42
What is not an input to manage continual improvement?

QUESTION 43
What should be done to handle risks and opportunities?

QUESTION 44
To which other process is service design and transition most related?

QUESTION 45
“How do the information security requirements of ISO/IEC 20000-1 and ISO/IEC 27001 relate to each other?”

QUESTION 46
Why would organization adopt ISO/TEC 20000?

QUESTION 47
What kind of request would qualify as a service request?

QUESTION 48
What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?

QUESTION 49
at is the difference between a nonconformity and an observation?

QUESTION 50
What is the intent of incident management?

QUESTION 51
What is the relationship between ITIL and ISO/IEC 20000?

QUESTION 52
How are ISO/IEC 20000 Parts 1, 2, and 3 used?