ISO 20000 Certification Scheme
About the Lecture
The lecture ISO 20000 Certification Scheme by IT Training Zone is from the course ITIL® Service Management according to ISO/IEC 20000. It contains the following chapters:
- Introduction
- Evidence
Included Quiz Questions
Which of the following are valid steps in the certification process?
- Agreement terms of reference and scope
- Off-site assessment of process documentation
- Internal audit
- Improvement plan
Which of the following statements about evidence is/are INCORRECT?
- Evidence in the form of Records is more reliable than evidence in the form of Documents
- Audit evidence may be qualitative or quantitative
- Evidence must be verifiable
- Some audit evidence may be collected by sampling
Which of the following is NOT a valid type of Document?
- Audit reports
- Policies and plans
- Process descriptions and procedures
- Contracts
Which of the following is NOT a valid type of Record?
- An SLA
- Audit reports
- Incident reports
- Training records
Which of the following are valid parameters for the scope of certification?
- The organizational units providing the services
- The services or groups of services being offered
- The service provider location - e.g. a single office or several regional, national or global
- None of them
Author of lecture ISO 20000 Certification Scheme
IT Training Zone
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