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Free ISO20KF Exam Braindumps
ISO / IEC 20000 Foundation Questions 36–40 (page: 9)

Updated On: 10-Feb-2026
Page 9 of 25
PDF with 116 Questions

What should not be part of a Service Level Agreement (SLA)?

  1. Authorization details
  2. Escalation and notification process
  3. Impact and priority guidelines
  4. Lessons learned and improvement actions

Answer(s): D



The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

  1. As input to financial management in order to determine charges for the service
  2. As the basis for making management decisions and taking corrective actions
  3. To present a professional image of the company
  4. To compare the performance of the Service Desk with service targets

Answer(s): B



What are the key contents of an IT Service Management system?

  1. A documented organizational and operational structure
  2. A software system for the ticket system
  3. A software system to monitor the key performance indicators (KPIs)
  4. Systematic processes for ticket recording and follow-up only

Answer(s): A



What is the purpose of a Problem review?

  1. To prevent computer systems from having too limited disk space so that capacity problems will not occur
  2. To provide expert help on risk assessment for optimization of security procedures
  3. To restore the service to normal operating conditions as soon as possible
  4. To seek improvements to the process and to prevent recurrence of Incidents or mistakes

Answer(s): D



What is part of the policy for Budgeting and Accounting for IT Services?

  1. Rules governing the handling of variances against budgets
  2. The charging mechanism
  3. The costs of the Underpinning Contracts (UCs) over a fixed period
  4. The percentage of 'hidden' end-user costs

Answer(s): A



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