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PECB ISO-IEC-20000-Foundation Exam
ISO/IEC 20000 Foundation (Page 2 )

Updated On: 1-Feb-2026
Page 2 of 12
PDF with 53 Questions

Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

  1. Technical, information, and financial
  2. Technical, work areas, and service desk
  3. Financial, suppliers, and service desk
  4. Information, suppliers, and work areas

Answer(s): A



Which is NOT a specific resource management responsibility within ISO/IEC 20000-1?

  1. The competencies required for service management roles shall be determined
  2. All service management personnel shall be aware of their contribution to service management objectives
  3. Appropriate service management staff training records shall be maintained
  4. All service management staf shall be qualified to at least ITIL® Foundation level

Answer(s): D



How are ISO/IEC 20000 Parts 1, 2, and 3 used?

  1. Parts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way
  2. Part 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider
  3. A typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3
  4. It is mandatory for a service provider to conform to all parts of the standard

Answer(s): A



To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned.
What must always be included in the service management plan?

  1. The interfaces between the business processes
  2. The technology to support the service management system
  3. The service continuity procedures
  4. The procedure for dealing with emergency releases

Answer(s): B



What kind of request would qualify as a service request?

  1. A request for a design change
  2. A request to terminate a subscription
  3. A request for information
  4. A billing inquiry

Answer(s): C



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