PECB ISO IEC 20000 Lead Implementer Questions and Answers

Question 6 of 80

Which statement best describes how ISO/IEC 20000-1 and ITIL 4 relate to each other in the context of implementing an SMS?

A.

ISO/IEC 20000-1 directly prescribes ITIL 4 processes and requires organizations to strictly follow them.

B.

ITIL 4 provides flexible principles and approaches that organizations can adapt to implement an SMS in line with ISO/IEC 20000-1 requirements.

C.

Organizations must choose either ISO/IEC 20000-1 or ITIL 4, as they are incompatible approaches to service management.

Question 7 of 80

Which process oversees the introduction of approved new or changed services into the live environment?

A.

Supply and demand management

B.

Service validation and testing

C.

Release and deployment management

Question 8 of 80

Who is responsible for the effective application of audit methods for any given audit?

A.

The audit team leader

B.

The top management

C.

The service owner

Question 9 of 80

What factor influences the corrective action an organization takes when a nonconformity occurs?

A.

The severity of the nonconformity

B.

The urgency of communication with the interested parties

C.

The time of the year the nonconformity was detected

Question 10 of 80

Scenario 1: Alsno is a mid-sized company based in Singapore, providing automation and digital infrastructure support to manufacturing firms across Southeast Asia. Established ten years ago, it focuses on helping industrial clients integrate digital capabilities into their operations. The company offers a range of structured service packages aimed at different types of manufacturing clients. These include remote monitoring systems, predictive maintenance setups, and integration of smart sensors into existing machinery. Each package includes deployment, configuration, and ongoing support, structured to align with the operational scale and technical environment of the client.
Alsno produces system dashboards, machine alerts, data logs, and installed software platforms. These are used by clients to reduce unplanned downtime, maintain production continuity, and optimize the management of their equipment. The services are designed and maintained to meet performance targets, operate consistently, and comply with technical and operational requirements agreed upon by each client.
To support this delivery model, Alsno’s top management established a system focused on maintaining and supporting its technology services in line with the business needs of its customers while managing cost and operational efficiency. Additionally, the company focused on making the best use of all its resources, especially its skilled workforce. Routine or repetitive tasks were handled through technology, allowing employees to concentrate on activities where their expertise makes the most difference. Processes or tools that did not contribute effectively to the company’s objectives were regularly evaluated and removed.
To further strengthen its service delivery and ensure a consistent, high-quality customer experience, the top management decided to establish a service management system (SMS) based on ISO/IEC 20000-1. This decision was driven by the need to formalize and continuously improve the company’s service management practices, align more closely with international best practices, and build greater trust with clients operating in highly regulated and performance-critical manufacturing sectors.
Based on the scenario above, answer the following question.
What does the structured set of remote monitoring, predictive maintenance, and sensor integration services provided by Alsno represent?

A.

Service aspect

B.

Service offering

C.

Service perspective