EXIN Lean IT Foundation — Question 5

What is an ISO/EC 20000 requirement relating to the service management plan?

Answer options

• A. It must be available in at least one hard copy and approved
• B. It must include the documented procedures specified by the standard
• C. It must include the scope of the organization's service management plan
• D. It must never include any know-how of the organization

Correct answer: D

Explanation

The correct answer is D, as ISO/IEC 20000 specifies that the service management plan must not include any sensitive know-how of the organization to maintain confidentiality. Options A, B, and C are incorrect because they describe requirements that do not align with the stipulations regarding the inclusion of know-how within the service management plan.