Free ISO20KF Exam Braindumps
ISO / IEC 20000 Foundation Questions 26–30 (page: 7)

Updated On: 10-Feb-2026

Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

  1. Analyze and evaluate the existing situation to identify areas for improvement
  2. Analyze customer satisfaction and identify resulting actions
  3. Review the Quality Management System at least annually
  4. Start an internal service organization evaluation

Answer(s): A



Which of the following is a best practice concerning Information Security Risk assessment?

  1. Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.
  2. Information Security Risk assessments should be performed as a result of the review of every Incident.
  3. Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.
  4. Information Security Risk assessments should be performed once a year.

Answer(s): C



What should Quality Management Systems encourage organizations to do?

  1. To achieve the lowest cost of service provision
  2. To achieve the maximum level of service possible
  3. To define as many metrics as possible for each process to ensure strong control
  4. To define processes that contribute to customer acceptance of services

Answer(s): D



What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

  1. Capacity Management
  2. Incident Management
  3. Information Security Management
  4. Release Management

Answer(s): C



It is essential that an owner at senior level has overall responsibility for Service Management.
Which of the statements below is a best practice?

  1. A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
  2. A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
  3. A senior responsible owner should ensure resourcing for service improvement activities.
  4. A senior responsible owner should have responsibility for Customer Relationship Management.

Answer(s): C



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