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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic
Details

Topic 1

• This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO
• IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.

Topic 2

• ISO
• IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO
• IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.

Topic 3

• Fundamental Concepts and Principles of Service Management and the SMS Based on ISO
• IEC 20000-1:

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PECB ISO/IEC 20000 Foundation Exam Sample Questions (Q13-Q18):

NEW QUESTION # 13
Why would organization adopt ISO/TEC 20000?

• A. To confirm that all ITIL guidelines have been implemented
• B. To certify their products
• C. To review the Service Management System (SMS)
• D. To certify their services

Answer: C

NEW QUESTION # 14
at is the difference between a nonconformity and an observation?

• A. A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement
• B. They identify different levels of defect, and if either of them are identified during an audit then certification