Exin Exam ITSM20F.EN Topic 4 Question 90 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 90
Topic #: 4

[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 Gerald at Jun 02, 2024, 12:10 PM

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Shawnna

6 months ago

Haha, I bet the ISO/IEC 20000 standard is just a bunch of bureaucrats trying to justify their jobs. I'll go with B, it sounds suitably self-important.

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Ardella

5 months ago

I agree, both A and B seem like valid purposes for the ISO/IEC 20000 standard.

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Cristy

5 months ago

Yeah, it does sound important. But A also seems useful, with specific KPIs for service performance.

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Dana

5 months ago

I think B is the right choice, it defines the requirements for certification audits.

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Micaela

6 months ago

This is easy, the answer is clearly B. The standard lays out the requirements for a certification audit. That's its whole reason for existing.

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Barrie

6 months ago

I agree with Sabina. Having specific KPIs can help measure the effectiveness of service delivery.

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Sabina

6 months ago

I think the ISO/IEC 20000 standard can serve to define specific KPIs for assessing service performance.

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Verda

6 months ago

D seems like the best answer to me. The standard provides a framework for designing a Total Quality Management System. It's a yardstick for that purpose.

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Zack

5 months ago

D is definitely essential, it sets the standard for designing a Total Quality Management System.

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Daisy

6 months ago

B is crucial too, it outlines the requirements for a certification audit.

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Bettye

6 months ago

I think A is also important, it defines specific KPIs for assessing service performance.

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Weldon

6 months ago

I think C is the right answer. The standard helps determine the requirements to be verified within a supply agreement. That's its main purpose.

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Leatha

6 months ago

B is the correct answer. The ISO/IEC 20000 standard defines the requirements to be satisfied in a certification audit. That's the purpose of this standard.

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Gaynell

5 months ago

That makes sense. It's important to have clear requirements for certification audits.

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Gaynell

5 months ago

B is the correct answer. The ISO/IEC 20000 standard defines the requirements to be satisfied in a certification audit.

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Shawana

6 months ago

That makes sense. It's important to have clear requirements for certification audits.

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Shawana

6 months ago

B is the correct answer. The ISO/IEC 20000 standard defines the requirements to be satisfied in a certification audit.

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Lynelle

6 months ago

Actually, the correct answer is B. It defines the requirements to be satisfied in a certification audit.

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Karl

6 months ago

I think the ISO/IEC 20000 standard helps to decide on the requirements that need to be verified within the scope of a supply agreement.

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