The Purpose Use of ISO20000, Certification Bodies
About the Lecture
The lecture The Purpose Use of ISO20000, Certification Bodies by IT Training Zone is from the course ITIL® Service Management according to ISO/IEC 20000. It contains the following chapters:
- Purpose & Use
- Scope & Applicability
- Key Concepts
- Certification
- NABs
- Auditors
Included Quiz Questions
The purpose of Part 1 of the standard is:
- To provide a management system, including policies and a framework to enable the effective management and implementation of all IT services
- To specify the contents of the Service Design Package for new services being transitioned into the live environment
- To provide a best practice framework including policies to enable the effective management and implementation of all IT services
- To ensure all services have stated unambiguous quality targets
Which of the following are valid reasons for organisations to seek evidence of ISO/IEC 200000 certification, or to gain certification themselves?
- Organizations wishing to verify that suppliers will meet their requirements
- Organizations seeking to ensure a consistent approach by all its service providers within its supply chain
- Service providers wanting to demonstrate their service management capabilities to others, including possible customers
- Service providers wishing to use an SMS to improve their service design, transition and delivery
- None of the above
Which of the following statements about Part 1 is CORRECT?
- All the requirements of Part 1 are generic; they are applicable to all service providers, regardless of type, size and the nature of the services delivered
- Some requirements of part 1 apply to all service providers, and some depend on the type of provider
- There are specific Part 1 requirements for outsourced service provision
- Part 1 requirements focus on the service delivery and relationship processes
Which of the following is not included in Part 1 requirements?
- Output management
- Documentation management
- Governance of processes operated by other parties
- Management responsibility
Which of the following statements about Part 1 requirements is correct?
- To achieve certification every single one of the requirements must be met
- Requirements in Part 1 are categorised as mandatory and desirable; only mandatory requirements have to be met to achieve certification
- To achieve certification the majority of requirements must be met, and there must be a plan to meet the remainder, using the Plan Do Check Act methodology
- The list of requirements to be met must be agreed with the auditor
Which of the following parts of the standard is/are mandatory?
- Service management system requirements
- Guidance on the application of service management systems
- Process reference model
- Exemplar implementation plan for Part 1
What does the abbreviation RCB stand for?
- Registered Certification Body
- Royal Certification Body
- Registered Classification Body
- Registered Control Body
What does the abbreviation NAB stand for?
- National Accreditation Body
- National Acceptance Body
- Notional Accreditation Body
- New Accreditation Body
Which of the following is not a recognised qualification under the TUV scheme?
- Practitioner
- Foundation
- Auditor
- Professional
Organisations can be awarded certification against the standard. There are a number of certification schemes available. Which of these options carries out the assessment and awards the certificates showing that the requirements of the certification scheme have been met?
- RCBs
- NABs
- Auditors
- APMG
Which of the following is not a possible step in the certification process?
- Group interviews of process owners
- On-site audit of staff and process compliance
- Off-site assessment of process documentation
- Presentation of the audit findings
Which of the following are NOT eligible for certification under the scheme?
- Organizations providing best practice advice
- Products such as service management tools
- Service desks
- Off-shore service providers
RCBs must be seen to be independent. Which of the following are they allowed to do?
- Perform readiness assessments
- Provide training in internal auditing or lead auditor or deliver ISO/IEC 20000 overviews
- Provide guidance and consultancy where they are also acting as auditors
- Provide coaching about how to respond to an auditor’s questions
Which of the following statements are INCORRECT?
- Practitioners who are process owners may audit their area of responsibility
- External Auditors must be qualified to ITIL Expert level
- Auditors may be external or internal
- Consultants may conduct internal audits
Which of the following is NOT a valid group for an internal auditor to speak to when conducting an audit?
- The RCB
- Service provider staff
- Customers
- Suppliers
Author of lecture The Purpose Use of ISO20000, Certification Bodies
IT Training Zone
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