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ISO ISOIEC20000LI Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Fundamental Principles and Concepts of Service Management Systems | - Service Management System Concepts
|
| Preparation for Certification Audit | - Certification Readiness
|
| Monitoring and Measurement of an SMS | - Performance Evaluation
|
| Service Management System Requirements | - ISO/IEC 20000 Requirements
|
| Continual Improvement | - Improvement Activities
|
| Planning an SMS Implementation | - Implementation Planning
|
| Implementing an SMS Based on ISO/IEC 20000 | - Service Management Processes
|
ISO Beingcert ISO/IEC 20000 Lead Implementer Sample Questions:
If an organization wants to monitor operations in real time and notify users about deviations, which type of dashboard should be used?
- A. Strategic dashboard
- B. Operational dashboard
- C. Tactical dashboard
Correct Answer: B 🗳️
According to scenario 6. Alex used terminology and concepts that were not understood by participants. Which principle of effective communication strategy did Alex NOT follow?
- A. Credibility
- B. Transparency
- C. Appropriateness
Correct Answer: C 🗳️
Scenario 8: SunDee is an American biopharmaceutical company, headquartered in California, the US. It specializes in developing novel human therapeutics, with a focus on cardiovascular diseases, oncology, bone health, and inflammation. The company has had an information security management system (ISMS) based on SO/IEC 27001 in place for the past two years. However, it has not monitored or measured the performance and effectiveness of its ISMS and conducted management reviews regularly Just before the recertification audit, the company decided to conduct an internal audit. It also asked most of their staff to compile the written individual reports of the past two years for their departments. This left the Production Department with less than the optimum workforce, which decreased the company's stock.
Tessa was SunDee's internal auditor. With multiple reports written by 50 different employees, the internal audit process took much longer than planned, was very inconsistent, and had no qualitative measures whatsoever Tessa concluded that SunDee must evaluate the performance of the ISMS adequately. She defined SunDee's negligence of ISMS performance evaluation as a major nonconformity, so she wrote a nonconformity report including the description of the nonconformity, the audit findings, and recommendations. Additionally, Tessa created a new plan which would enable SunDee to resolve these issues and presented it to the top management How does SunDee's negligence affect the ISMS certificate? Refer to scenario 8.
- A. SunDee might not be able to renew the ISMS certificate, because it has not conducted management reviews at planned intervals
- B. SunDee might not be able to renew the ISMS certificate, because the internal audit lasted longer than planned
- C. SunDee will renew the ISMS certificate, because it has conducted an Internal audit to evaluate the ISMS effectiveness
Correct Answer: A 🗳️
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Once they made sure that the attackers do not have access in their system, the security administrators decided to proceed with the forensic analysis. They concluded that their access security system was not designed tor threat detection, including the detection of malicious files which could be the cause of possible future attacks.
Based on these findings. Texas H$H inc, decided to modify its access security system to avoid future incidents and integrate an incident management policy in their Information security policy that could serve as guidance for employees on how to respond to similar incidents.
Based on the scenario above, answer the following question:
Texas M&H Inc. decided to integrate the incident management policy to the existent information security policy. How do you define this situation?
- A. Acceptable, the incident management policy may be integrated into the overall information security policy of the organization
- B. Acceptable, but only if the incident management policy addresses environmental, or health and safety issues
- C. Unacceptable, the incident management policy should be drafted as a separate document in order to be clear and effective
Correct Answer: A 🗳️
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 scenario above, answer the following question:
How should Colin have handled the situation with Lisa?
- A. Extend the duration of the training and awareness session in order to be able to achieve better results
- B. Deliver training and awareness sessions for employees with the same level of competence needs based on the activities they perform within the company
- C. Promise Lisa that future training and awareness sessions will be easily understandable
Correct Answer: B 🗳️
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