Exin Exam ITSM20F.EN Topic 5 Question 95 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 95
Topic #: 5

[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 Allene at Aug 06, 2024, 05:38 AM

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Nenita

3 months ago

Wait, is this a trick question? I bet the answer is 'All of the above'. That's how they get you on these certification exams!

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Sunny

3 months ago

C is an interesting choice, but I think it's a bit too specific. The standard is more about the overall requirements, not just supply agreements.

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Lonny

2 months ago

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

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Huey

2 months ago

B) It defines the requirements to be satisfied in a certification audit.

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Tayna

3 months ago

I think it provides a yardstick for designing a Total Quality Management System.

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Cassandra

3 months ago

Hmm, I'm not sure about D. Total Quality Management is a different beast altogether. The ISO/IEC 20000 is all about IT service management, not general quality systems.

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Annalee

3 months ago

I believe it also helps in deciding the requirements to be verified in a supply agreement.

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Cecilia

4 months ago

I'd say A is also a good option. Those KPIs are crucial for assessing service performance, which is a key part of the standard.

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Kelvin

3 months ago

I agree, it's important to have clear indicators to evaluate service performance.

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Mozell

3 months ago

Definitely, having specific KPIs helps measure how well the service is being delivered.

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Page

3 months ago

I think A is a great choice. KPIs are essential for assessing service performance.

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Dawne

4 months ago

I agree with Glen, having clear KPIs is essential for measuring service quality.

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Ressie

4 months ago

B is definitely the correct answer. The ISO/IEC 20000 standard clearly defines the requirements for a certification audit. That's what it's all about, right?

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