ISO 20000 Certification Cheat Sheet 2026

The 30 highest-yield ISO 20000 Certification facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. In the context of CSI, what does 'closing the loop' mean? → Verifying that an improvement achieved its objective and documenting the outcome
2. The SRRS uses a point-based, numerical rating system with a measurement called ____ to give cumulative stress levels a numerical value. → life changing units
3. What is a key output of the service design phase according to ISO 20000? → A service design package containing all design documentation
4. What is the goal of the practice of'service level management'? → To set clear business-based targets for service levels
5. Which activity is part of the budgeting and accounting for services process under ISO 20000? → Tracking costs of service delivery and accounting for them against budgets
6. Which process in ISO 20000 is responsible for ensuring that all changes to services are assessed, approved, and controlled? → Change management
7. A drug test on an employee is best described as an example of: → Feedforward Control
8. What is the primary purpose of a post-implementation review (PIR) in change management under ISO 20000? → To verify that the change achieved its objectives and identify lessons learned
9. Under ISO 20000, who is responsible for ensuring that improvement opportunities identified in audits are acted upon? → Top management
10. Which of the following is an input to the continual improvement process under ISO 20000? → Results of service reviews and audits
11. In ISO 20000, which metric is most directly used to evaluate the effectiveness of problem management? → Reduction in the number of recurring incidents over time
12. Which of the seven steps in the improvement process is the first? → Define what you should measure
13. During service transition, what must be assessed before deploying a new service into the live environment? → The readiness of the service, support arrangements, and acceptance criteria
14. A release fails and must be rolled back. Which ISO 20000 process provides the rollback plan and ensures configuration records are restored? → Release and deployment management coordinating with configuration management
15. Which of the subsequent is not often kept in the CMDB? → Laptop
16. Which ISO 20000 process is responsible for maintaining accurate records of the relationships between configuration items (CIs) throughout their lifecycle? → Configuration management
17. Which of the following actions supports continuous improvement in the business relationship management process? → Scheduling regular structured reviews and acting on customer feedback proactively
18. A service provider wants to prioritize improvement initiatives. Which factor is LEAST relevant? → Color scheme of the improvement report
19. In ISO 20000, the problem management process aims to do which of the following as a long-term goal? → Eliminate recurring incidents by identifying and resolving their root causes
20. A service provider's improvement plan should be reviewed at minimum: → At planned intervals or when significant changes occur
21. Which activity in the ITIL 4 Service Value Chain focuses on ensuring a shared understanding of the vision, current status, and improvement direction? → Plan
22. Which of the following best describes 'proactive problem management' in ISO 20000? → Identifying and resolving potential issues before they cause incidents
23. An organization has completed a corrective action to address a nonconformity found during an internal audit. What must it do next according to ISO 20000? → Review the effectiveness of the corrective action taken
24. An auditor notices that problem records are being raised but root-cause analysis is never documented. Which ISO 20000-1 requirement is most likely breached? → Clause 8.7 — Problem management
25. In ISO 20000, who is ultimately accountable for ensuring that service delivery processes meet agreed objectives? → Senior management of the service provider organization
26. In ISO 20000, what must be documented as part of the supplier management process? → Supplier performance data, agreed targets, and records of reviews and corrective actions
27. During an ISO 20000 audit, an auditor discovers that incident records lack root cause analysis. Which clause is most directly affected? → Incident management
28. Which practice in ITIL 4 is responsible for minimizing the negative impact of incidents by restoring normal service operation as quickly as possible? → Incident management
29. Which activity is part of the service reporting process in ISO 20000? → Producing reports on service performance against agreed targets
30. Which document in ISO 20000 defines the boundaries and applicability of the SMS, and is required for certification? → Scope Statement