Free PECB ISO-IEC-20000-Foundation Exam Dumps Questions & Answers

When managing a major incident, what is one of the activities that needs to be performed?

• A.  Initiate problem management activities
• B.  Escalate the incident
• C.  Keep top management informed
• D.  Involve the customer

Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

• A.  Internal audit
• B.  Gap analysis audit
• C.  Surveillance audit
• D.  Recertificat ion audit

Which event is NOT part of the definition of an incident?

• A.  An unplanned interruption to a service
• B.  An event that has NOT yet impacted the service to the customer
• C.  A request for access to a service
• D.  A reduction in the quality of a service

What is not an input to manage continual improvement?

• A.  Relevant directives from top management
• B.  Governance of processes operated by other parties
• C.  Problem records
• D.  Optimized resource utilization or risk reduction

What is the intent of incident management?

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