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What purpose can the ISO/IEC 20000 standard serve?
Suggested Answer: B
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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.
36 comments · newest first
KA
Kati
11 months ago
It’s definitely a benchmark for quality management systems!
HA
Han
11 months ago
Really? I didn’t know it had such a broad purpose.
MA
Marya
11 months ago
I thought it was more about KPIs, not just audits.
DE
Denise
11 months ago
Totally agree, it’s all about meeting those requirements!
MA
Marla
12 months ago
It sets the stage for certification audits.
AR
Arthur
12 months ago
I don't think it’s about Total Quality Management Systems; that sounds more like a different standard.
LU
Luther
12 months ago
I feel like it could also relate to supply agreements, but I can't recall the exact details.
FR
Francoise
1 year ago
I remember that it outlines requirements for certification audits, so I think option B might be correct.
VE
Verlene
1 year ago
I think ISO/IEC 20000 is mainly about service management, but I'm not sure if it specifically defines KPIs.
ST
Stanford
1 year 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.
LE
Lettie
1 year 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.
AL
Alesia
1 year 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.
LE
Leatha
1 year 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.
CA
Catalina
1 year 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.
MA
Matthew
1 year 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.
FL
Flo
1 year ago
I think this sounds like a web crawler? They're the ones that collect data from web pages, right?
NE
Nenita
2 years 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!
SU
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.
LO
Lonny
2 years ago
A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
HU
Huey
2 years ago
B) It defines the requirements to be satisfied in a certification audit.
TA
Tayna
2 years ago
I think it provides a yardstick for designing a Total Quality Management System.
CA
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.
AN
Annalee
2 years ago
I believe it also helps in deciding the requirements to be verified in a supply agreement.
CE
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.
KE
Kelvin
2 years ago
I agree, it's important to have clear indicators to evaluate service performance.
MO
Mozell
2 years ago
Definitely, having specific KPIs helps measure how well the service is being delivered.
PA
Page
2 years ago
I think A is a great choice. KPIs are essential for assessing service performance.
DA
Dawne
2 years ago
I agree with Glen, having clear KPIs is essential for measuring service quality.
RE
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?
GE
Gerald
2 years ago
So, B is the way to go when it comes to ISO/IEC 20000.
TA
Talia
2 years ago
Yes, B outlines what needs to be satisfied in a certification audit. It's important for compliance.
ST
Staci
2 years ago
Definitely, it's important to have those guidelines in place.
JA
James
2 years ago
Yeah, I agree. The standard lays out the requirements for that.
AL
Aleisha
2 years ago
I think B is the right answer. It's all about certification audits.
LA
Laine
2 years ago
I agree, B is the correct answer. It sets the requirements for certification audits.
GL
Glen
2 years ago
I think the ISO/IEC 20000 standard serves to define specific KPIs for assessing service performance.