Exin ITSM20F.EN Exam - 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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Kati

3 months ago

It’s definitely a benchmark for quality management systems!

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Han

3 months ago

Really? I didn’t know it had such a broad purpose.

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Marya

3 months ago

I thought it was more about KPIs, not just audits.

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Denise

4 months ago

Totally agree, it’s all about meeting those requirements!

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Marla

4 months ago

It sets the stage for certification audits.

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Arthur

4 months ago

I don't think it’s about Total Quality Management Systems; that sounds more like a different standard.

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Luther

4 months ago

I feel like it could also relate to supply agreements, but I can't recall the exact details.

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Francoise

4 months ago

I remember that it outlines requirements for certification audits, so I think option B might be correct.

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Verlene

5 months ago

I think ISO/IEC 20000 is mainly about service management, but I'm not sure if it specifically defines KPIs.

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Stanford

5 months ago

This is a tricky one. I'm not super familiar with the ISO/IEC 20000 standard, but based on the options, it seems to be about establishing some kind of framework or guidelines for IT service management. I'll try to eliminate the options that seem less directly related to that purpose.

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Lettie

5 months ago

Hmm, I'm a bit unsure about this one. The options mention things like KPIs, certification audits, and supply agreements, which all sound relevant, but I'm not totally sure how they specifically relate to the purpose of the ISO/IEC 20000 standard.

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Alesia

5 months ago

This question seems straightforward. The ISO/IEC 20000 standard is likely related to service management, so I'll focus on options that mention certification, requirements, or performance assessment.

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Leatha

5 months ago

Okay, I think I've got this. The ISO/IEC 20000 standard is about defining the requirements for an IT service management system, so options B and C seem most relevant. I'll go with B since it directly mentions the certification audit.

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Catalina

5 months ago

I think this one is pretty straightforward. The question is asking about the type of data element used to identify search terms, and the answer is clearly A - Query string parameter.

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Matthew

5 months ago

Hmm, the options seem to cover both potential advantages and disadvantages of privatization. I'll need to carefully weigh the pros and cons to determine the best answer.

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Flo

5 months ago

I think this sounds like a web crawler? They're the ones that collect data from web pages, right?

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Nenita

1 year 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

2 years 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

1 year ago

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

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Huey

1 year ago

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

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Tayna

2 years ago

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

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Cassandra

2 years 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

2 years ago

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

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Cecilia

2 years 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

1 year ago

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

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Mozell

1 year ago

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

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Page

1 year ago

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

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Dawne

2 years ago

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

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Ressie

2 years 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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