EX0-115 Sample Questions & Answers
Running the service management system day to day, portfolio handling, relationship management, and balancing supply with demand, is weighted heaviest, after core ITSM concepts from ISO/IEC 20000-1 and the critical elements needed to build that system in the first place.
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Real questions from the IT Service Management Foundation Based on Iso / Iec 20000 practice test — answers and explanations included. Showing 10 of 20 free samples.
- Question 1Beginner
1. Introduction to IT service management · 1.2 Core concepts surrounding ISO/IEC 20000-1:2018
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?
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Correct answer: B
Modern ISO Management System Standards (MSSs) like ISO 20000, 9001, and 27001 are based on a common high-level structure (HLS), also known as Annex SL. This provides a shared framework of clauses, terms, and definitions that greatly simplifies the integration of multiple management systems.
- Question 2Intermediate
3. The operation of the service management system (SMS) · 3.3 Supply and demand processes (capacity management)
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?
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Correct answer: B
Capacity management must be involved early in the service lifecycle. It uses business requirements and SLA targets to plan and ensure that sufficient capacity is available to meet performance targets from the moment the service is launched.
- Question 3Intermediate
3. The operation of the service management system (SMS) · 3.5 Resolution and fulfilment processes (incident management)
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?
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Correct answer: C
ISO/IEC 20000 specifies that major incidents must have separate procedures. A key part of managing a major incident is ensuring that top management and all relevant interested parties are kept informed of the progress towards resolution.
- Question 4Beginner
3. The operation of the service management system (SMS) · 3.1 Service portfolio processes (configuration management)
The objective of the ____________ process is to ensure that all service components, assets, and configuration items are identified, controlled, and maintained throughout their lifecycle.
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Correct answer: D
Configuration Management is the process responsible for maintaining information about Configuration Items (CIs) required to deliver an IT service, including their relationships. This control over all service components is a core part of its objective.
- Question 5Beginner
3. The operation of the service management system (SMS) · 3.1 Service portfolio processes (service catalog management)
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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Correct answer: B
The Service Catalog is the single source of consistent information on all operational services and is used to provide this information to customers. It describes the services, and often includes details on how to request them and pricing information.
- Question 6Beginner
1. Introduction to IT service management · 1.1 Core concepts of IT service management
Which statement BEST describes the value of service management as defined by ISO/IEC 20000?
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Correct answer: C
The core value of service management is to align the delivery of IT services with the needs of the business. This involves managing the entire lifecycle of services to ensure they are effective (do the right thing) and efficient (do things right) in meeting agreed requirements.
- Question 7Intermediate
3. The operation of the service management system (SMS) · 3.3 Supply and demand processes (demand management)
A retail company is planning a major 'Black Friday' sales event and anticipates a massive surge in traffic to its e-commerce website. Which process is primarily responsible for ensuring the website can handle the expected load?
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Correct answer: C
Demand Management is responsible for understanding, anticipating, and influencing customer demand for services. It works closely with Capacity Management to ensure that the service provider has sufficient capacity to meet the demand, especially during predictable peaks like a sales event.
- Question 8Intermediate
3. The operation of the service management system (SMS) · 3.5 Resolution and fulfilment processes (problem management)
What is the relationship between Problem Management and Incident Management?
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Correct answer: D
Incident Management focuses on restoring service as quickly as possible. Problem Management is a separate process that takes input from Incident Management (e.g., recurring incidents) to perform root cause analysis and find a permanent solution, thereby preventing future incidents.
- Question 9AdvancedSelect 3
3. The operation of the service management system (SMS) · 3.2 Relationship and agreement processes (supplier management)
A service provider signs a contract with a new cloud hosting supplier. To comply with ISO/IEC 20000, which THREE of the following must be defined and agreed upon with this supplier? (Select THREE).
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Correct answers: B, C, D
Clear definition of responsibilities is crucial for effective collaboration and accountability.
The contract must specify the performance targets the supplier is expected to achieve, often documented in an Underpinning Contract (UC).
ISO/IEC 20000 requires that a process for handling disputes with suppliers is established to ensure conflicts can be resolved formally.
- Question 10Intermediate
1. Introduction to IT service management · 1.1 Core concepts of IT service management
True or False: The 'Adapt and Adopt' principle means that an organization can change the requirements of the ISO/IEC 20000-1 standard itself to better fit its needs.
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Correct answer: B
'Adapt and Adopt' refers to tailoring service management guidance (like ITIL) and using it to create practices that meet the standard's requirements. The requirements of the ISO/IEC 20000-1 standard itself are fixed and must be met for certification; they cannot be changed by the organization.
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