Free EX0-115 sample questions
Real questions from the IT Service Management Foundation Based on Iso / Iec 20000 practice bank, with the correct answer and an explanation for each one. No junk, no filler.
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During an audit of a newly certified Service Management System (SMS), an auditor finds that while service management objectives exist, they are not consistently measured or reported on. Which core principle of ISO/IEC 20000 has been most significantly violated?
A healthcare provider's SMS scope includes clinical applications and patient record systems. To comply with ISO/IEC 20000, which TWO of the following must the information security management process specifically address? (Select TWO).
**Case Study** Global Logistics Inc. (GLI) provides worldwide shipping and tracking services. Their core business relies on a set of critical IT services, including a real-time package tracking portal, a warehouse management system, and a partner integration API. The company recently decided to pursue ISO/IEC 20000 certification to improve service quality and gain a competitive advantage. The CIO has been appointed as the management representative responsible for the Service Management System (SMS). During the initial planning phase, the management team defined the scope of the SMS to cover all critical IT services. They established a service management policy and set high-level objectives, such as 'improve customer satisfaction' and 'reduce service downtime'. However, they have not yet defined specific, measurable targets for these objectives, nor have they allocated a formal budget for the necessary resources and tools. An external consultant reviewing their plan highlights a significant gap related to top management's responsibilities. The consultant explains that merely appointing a representative and setting vague objectives is insufficient for demonstrating leadership and commitment as required by the standard. Which action must GLI's top management take to BEST address this gap and demonstrate their commitment to the SMS?
True or False: According to ISO/IEC 20000, the service availability management process is solely responsible for calculating uptime percentages and reporting them to the customer.
A software development company uses a single, integrated Management System Standard (MSS) to manage its ISO 9001 (Quality), ISO 27001 (Security), and ISO 20000 (Service Management) certifications. What feature of modern MSSs makes this integration possible?
A new service is being planned. The Business Relationship Manager has gathered requirements from the customer, and the Service Level Manager has drafted an SLA. At what point does the capacity management process need to be involved?
A manufacturing company's production line is halted due to a critical application failure. The incident is classified as a major incident. Which of the following actions is a required activity of the Incident Management process in this scenario?
The objective of the ____________ process is to ensure that all service components, assets, and configuration items are identified, controlled, and maintained throughout their lifecycle.
A cloud service provider defines its service offering in a document that is visible to potential and current customers. This document includes details about service features, pricing tiers, and how to request the service. What is this document called?
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