ISO/IEC 20000 IT Service Management Associate

ISO/IEC 20000 IT Service Management Associate" examination and its answers are a crucial topic within the realm of IT service management. This certification, based on the ISO/IEC 20000 standard, assesses individuals' understanding and proficiency in implementing and managing IT service management systems effectively. In this article, we delve into the key aspects of the ISO/IEC 20000 IT Service Management Associate examination, providing insights into the exam structure, topics covered, and recommended strategies for successfully navigating this certification journey.
 

1. What is a benefit when your organization implements a service management system?

The choices above.

2. What is a core concept of ISO/IEC 20000?

All the choices above.

3. Who has responsibility for continual improvement?

All employes.

4. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

· The organization is more customer-focused.

5. There is a system of continuous improvement. It is a cycle. Which four activities does this system involve?

· Plan-Do-Check-Act.

6. What can be improved by achieving quality objectives?

· Effectiveness of the service.

7. Which Step is included in the Implementation Guide of ISO/IEC 20000?

· All the choices above.

8. Why is the Step-By-Step Implementation Guide essential?

· All the choices above.

9. . Which one is a Service Management Process?

· All the choices above.

10. What is a Configuration Baseline?

· A snapshot of the state of a service or individual configuration items at a point in time.

11. . What should be included in a document of the ISO/IEC IT Service Management System Framework?

· All the choices above.

12. Which process or function is responsible for supplying first-line support and assistance in IT services’ daily use?

· Service Desk.

13. What is the task of an ISO/IEC 20000 Company Management?

· All the choices above.

14. What may define the scope of the Service Management in the Service Management plan?

· All the choices above.

15. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

· It must include the scope of the organization`s service management plan.

16. . While planning for service improvements, what is an important best practice to consider?

· The service improvement targets should be measurable, linked to business objectives, and documented in a plan.

17. . What is the aim of an internal audit?

· To verify if the defined key performance indicators are determined.

18. Which is an activity for continual improvement that an ISO/IEC 20000 Company should perform?

· All the choices above.

19. What should be considered while planning for a new or changed service?

· The verification that the appropriate level of testing is completed.

20. During an audit, the evidence is required for Service Management policies, plans, and procedures. Who should ensure that this evidence is available?

· The Auditor.

21. What does Service reporting in the Service Delivery Process include?

· All the choices above.

22. What is a best practice for Capacity Management?

· A Capacity plan, which is documenting the actual performance and the expected requirements, should be produced at least annually.

23. Problem Management activities analyze historical incidents and problem data held in the Configuration Management Database to understand trends. Which aspect of Problem Management accomplishes this?

· Proactive Problem Management.

24. What is a Known Error?

· A Problem for which the cause and Workaround have been identified.

25. Through which process does the implementation of new or changed services, including the closure of a service, need to be planned and approved?

· Change Management.

26. A Release policy needs to be documented and agreed upon. What must be included in the Release policy?

· The analysis of the success or failure of.

27. There is a strict behavioral guideline for an ISO internal auditor when he is performing his duties. Which one is a behavior?

· All the choices above.

28. Problem Management is responsible for carrying out trend analysis of incident volumes and types. What is the reason for this?

· To prevent the repetitive occurrence of incidents.

29. Who should always be informed in case a release is delayed, rejected, or canceled?

· Change Management.

30. According to ISO/IEC 20000, the use of suppliers to provide aspects of the Service Management processes is acceptable. What level of the supply chain must the service provider manage?

· All relationships between lead and subcontracted suppliers.

 

In conclusion, obtaining the "ISO/IEC 20000 IT Service Management Associate" certification signifies a deep understanding and capability in IT service management practices aligned with international standards. By successfully completing this examination and grasping the intricacies of IT service management, professionals can enhance their career prospects, contribute significantly to organizational efficiency, and ensure the delivery of high-quality IT services. Continual learning and application of the principles learned from this certification can drive continuous improvement and excellence in IT service delivery, benefitting both individuals and their organizations in the dynamic landscape of modern technology-driven environments.