Exin Exam ITSM20F.EN Topic 2 Question 77 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 77
Topic #: 2

[All ITSM20F.EN Questions]

What purpose can the ISO/IEC 20000 standard serve?

AIt defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

BIt defines the requirements to be satisfied in a certification audit.

CIt helps to decide on the requirements that need to be verified within the scope of a supply agreement.

DIt provides a yardstick for the design of a Total Quality Management System.

Show Suggested Answer

Suggested Answer: B

A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

by Chaya at Oct 17, 2023, 05:50 AM

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