Question 1

What is an example of a requirement for the service management objectives?

Options :

A : They should be shared with the customers

B : They should be left unchanged, even if services change

C : They should be consistent with the service management policy

D : They should be easy to realize

Answer: C

Question 2

Which event is NOT part of the definition of an incident?

Options :

A : A reduction in the quality of a service

B : A request for access to a service

C : An unplanned interruption to a service

D : An event that has NOT yet impacted the service to the customer

Answer: B

Question 3

Identify the missing words in the following sentence.The definition of service request is "a request for information, advice, [ ??? ] or a pre-approved change".

Options :

A : proposal for a new service

B : access to a service

C : update to a configuration item

D : change of scope

Answer: B

Question 4

ISO/IEC 20000-1 can be applicable to a service provider:

Options :

A : Only if its customers have demonstrated conformity to ISO/IEC 20000 requirements

B : Only if its suppliers haven't demonstrated conformity to ISO/IEC 20000 requirements

C : Only if its suppliers have demonstrated conformity to ISO/IEC 20000 requirements

D : Even if its customers or suppliers have demonstrated conformity to ISO/IEC 20000 requirements

Answer: D

Question 5

Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the subcontracted supplier meets their contractual obligations?

Options :

A : The external supplier

B : The service provider-s business relationship manager

C : The service provider-s contract manager

D : The sub-contracted supplier

Answer: A

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