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ISO ISOIEC20000LI Exam Syllabus Topics:

Section	Objectives
Planning an SMS Implementation	- Implementation Planning 1. Risk and opportunity management 2. Implementation roadmap 3. Service management objectives
Preparation for Certification Audit	- Certification Readiness 1. Audit preparation 2. Evidence collection 3. Compliance verification
Service Management System Requirements	- ISO/IEC 20000 Requirements 1. Context of the organization 2. Roles and responsibilities 3. Leadership and commitment 4. Service management policy
Monitoring and Measurement of an SMS	- Performance Evaluation 1. Internal audit 2. Service reporting 3. Management review 4. Monitoring and measurement
Implementing an SMS Based on ISO/IEC 20000	- Service Management Processes 1. Service design, build and transition 2. Service portfolio management 3. Supply and demand management 4. Incident and problem management 5. Service assurance 6. Relationship and agreement management
Fundamental Principles and Concepts of Service Management Systems	- Service Management System Concepts 1. ISO/IEC 20000 framework 2. Service management principles 3. Benefits of an SMS
Continual Improvement	- Improvement Activities 1. Nonconformity management 2. Corrective actions 3. Continual service improvement

ISO Beingcert ISO/IEC 20000 Lead Implementer Sample Questions:

Question #1

Scenario 10: NetworkFuse develops, manufactures, and sells network hardware. The company has had an operational information security management system (ISMS) based on ISO/IEC 27001 requirements and a quality management system (QMS) based on ISO 9001 for approximately two years. Recently, it has applied for a j^ombined certification audit in order to obtain certification against ISO/IEC 27001 and ISO 9001.
After selecting the certification body, NetworkFuse prepared the employees for the audit The company decided to not conduct a self-evaluation before the audit since, according to the top management, it was not necessary. In addition, it ensured the availability of documented information, including internal audit reports and management reviews, technologies in place, and the general operations of the ISMS and the QMS.
However, the company requested from the certification body that the documentation could not be carried off- site However, the audit was not performed within the scheduled days because NetworkFuse rejected the audit team leader assigned and requested their replacement The company asserted that the same audit team leader issued a recommendation for certification to its main competitor, which, for the company's top management, was a potential conflict of interest. The request was not accepted by the certification body NetworkFuse should_________________to ensure that employees are prepared for the audit. Refer to scenario 10.

A. Conduct practice interviews
B. Observe the technologies used
C. Select a certification body that provides combined audits

Reveal Solution Discussion 0

Correct Answer: A 🗳️

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Question #2

Scenario 10: NetworkFuse develops, manufactures, and sells network hardware. The company has had an operational information security management system (ISMS) based on ISO/IEC 27001 requirements and a quality management system (QMS) based on ISO 9001 for approximately two years. Recently, it has applied for a j^ombined certification audit in order to obtain certification against ISO/IEC 27001 and ISO 9001.
After selecting the certification body, NetworkFuse prepared the employees for the audit The company decided to not conduct a self-evaluation before the audit since, according to the top management, it was not necessary. In addition, it ensured the availability of documented information, including internal audit reports and management reviews, technologies in place, and the general operations of the ISMS and the QMS.
However, the company requested from the certification body that the documentation could not be carried off- site However, the audit was not performed within the scheduled days because NetworkFuse rejected the audit team leader assigned and requested their replacement The company asserted that the same audit team leader issued a recommendation for certification to its main competitor, which, for the company's top management, was a potential conflict of interest. The request was not accepted by the certification body Based on scenario 10. NetworkFuse did not conduct a self-evaluation of the ISMS before the audit. Is this compliant to ISO/IEC 27001?

A. No, the auditee must review the requirements of clauses 4 to 10 before the conduct of a certification audit
B. Yes, the standard indicates that the auditee shall rely only on internal audit and management review reports to prepare for the certification audit
C. Yes, the standard does not require to conduct a self-evaluation before the audit but it is a good practice to follow

Reveal Solution Discussion 0

Correct Answer: C 🗳️

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Question #3

What should an organization demonstrate through documentation?

A. That the distribution of paper copies is regularly complete
B. That Its security controls are implemented based on risk scenarios
C. That the complexity of processes and their interactions is documented

Reveal Solution Discussion 0

Correct Answer: B 🗳️

Question #4

Scenario 6: Skyver offers worldwide shipping of electronic products, including gaming consoles, flat-screen TVs. computers, and printers. In order to ensure information security, the company has decided to implement an information security management system (ISMS) based on the requirements of ISO/IEC 27001.
Colin, the company's best information security expert, decided to hold a training and awareness session for the personnel of the company regarding the information security challenges and other information security- related controls. The session included topics such as Skyver's information security approaches and techniques for mitigating phishing and malware.
One of the participants in the session is Lisa, who works in the HR Department. Although Colin explains the existing Skyver's information security policies and procedures in an honest and fair manner, she finds some of the issues being discussed too technical and does not fully understand the session. Therefore, in a lot of cases, she requests additional help from the trainer and her colleagues Based on the last paragraph of scenario 6, which principles of an effective communication strategy did Colin NOT follow?

A. Appropriateness and clarity
B. Credibility and responsiveness
C. Transparency and credibility

Reveal Solution Discussion 0

Correct Answer: A 🗳️

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Question #5

Scenario 10: NetworkFuse develops, manufactures, and sells network hardware. The company has had an operational information security management system (ISMS) based on ISO/IEC 27001 requirements and a quality management system (QMS) based on ISO 9001 for approximately two years. Recently, it has applied for a j^ombined certification audit in order to obtain certification against ISO/IEC 27001 and ISO 9001.
After selecting the certification body, NetworkFuse prepared the employees for the audit The company decided to not conduct a self-evaluation before the audit since, according to the top management, it was not necessary. In addition, it ensured the availability of documented information, including internal audit reports and management reviews, technologies in place, and the general operations of the ISMS and the QMS.
However, the company requested from the certification body that the documentation could not be carried off- site However, the audit was not performed within the scheduled days because NetworkFuse rejected the audit team leader assigned and requested their replacement The company asserted that the same audit team leader issued a recommendation for certification to its main competitor, which, for the company's top management, was a potential conflict of interest. The request was not accepted by the certification body The certification body rejected NetworkFuse's request to change the audit team leader. Is this acceptable?
Refer to scenario 10.