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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	ISO IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.
Topic 2	This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.
Topic 3	Fundamental Concepts and Principles of Service Management and the SMS Based on ISO IEC 20000-1:

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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q46-Q51):

NEW QUESTION # 46
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

A. To ensure that subcontracted suppliers meet contractual requirements in all circumstances
B. To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers
C. To ensure that a process exists for the procurement of suppliers
D. To ensure that supplier processes and procedures are defined

Answer: B

NEW QUESTION # 47
What is an audit observation?

A. A conformity to the standard where there is an opportunity for improvement
B. A recommendation that has to be actioned
C. A non-fulfilment of a requirement
D. A finding against an area which is NOT in the scope of the standard

Answer: A

NEW QUESTION # 48
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?

A. By outsourcing change management
B. By taking disciplinary action against underperforming employees
C. By showing leadership and taking actions
D. By promoting continual improvement of the SMS

Answer: C

NEW QUESTION # 49
What is the intent of incident management?

A. To communicate with customers as to future service disruptions
B. To restore services as quickly as possible
C. To match new incidents to known errors
D. To track problems into the known error database

Answer: B

NEW QUESTION # 50
What kind of request would qualify as a service request?

A. A billing inquiry
B. A request for a design change
C. A request for information
D. A request to terminate a subscription

Answer: C

NEW QUESTION # 51
......

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