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Updated: Jul 23, 2026
Q & A: 116 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 2: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 3: The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning |
| Topic 4: Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - Core concepts of ITSM, services, customers, suppliers - PDCA cycle and continual improvement principles |
| Topic 5: Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Topic 6: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 7: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
1. Security controls shall be documented. What will the controls be related to?
A) services
B) staff
C) risks
D) locations
2. What does an IT service definition include?
A) the use of IT to support the customers business processes
B) the use of IT to support the organizations internal business processes
C) the use of IT to improve employee satisfaction within the organization
D) the use of IT to support the business processes of suppliers and partners
3. Which of the following standards was the forerunner to ISO/IEC 20000?
A) BS 1968
B) BS 7799
C) BS 8800
D) BS 15000
4. When should the final closure of an Incident record be completed?
A) when the Incident has been dispatched outside the Service Desk department
B) when the initiating user has been given the opportunity to confirm that the service is restored
C) when the Incident is solved and normal operation is restored
D) when all relevant information for classification and routing has been entered
5. What is required for an implementation of IT Service Management to be successful?
A) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D) The appointment of a specialist department responsible for the development of the process structures
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C |
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