ISO 20000 Certification FREE ISO 20000 Relationship and Resolution Processes Questions and Answers 2

Question 1

In ISO 20000, which process is primarily responsible for restoring normal service operation as quickly as possible after an unplanned interruption?

Accepted Answer

Incident management

Answer

Problem management

Answer

Change management

Answer

Service level management

Question 2

What is the main objective of the business relationship management process under ISO 20000?

Accepted Answer

To establish and maintain a good relationship between the service provider and the customer

Answer

To manage supplier contracts and performance

Answer

To ensure all incidents are resolved within SLA targets

Answer

To conduct regular internal audits of service quality

Question 3

Which activity is a key component of the problem management process in ISO 20000?

Accepted Answer

Root cause analysis of recurring incidents

Answer

Logging and categorizing individual service interruptions

Answer

Negotiating operational level agreements

Answer

Approving requests for standard changes

Question 4

Under ISO 20000, what distinguishes a 'known error' from a 'problem'?

Accepted Answer

A known error has an identified root cause and a documented workaround

Answer

A known error has been escalated to senior management

Answer

A known error is any incident that occurs more than once

Answer

A known error is a problem that has been permanently resolved

Question 5

In the context of ISO 20000 supplier management, what must a service provider ensure when using external suppliers?

Accepted Answer

That supplier contracts are aligned with service level agreements made with customers

Answer

That suppliers are ISO 20000 certified themselves

Answer

That all supplier staff undergo the same training as internal staff

Answer

That suppliers handle all customer communication directly

Question 6

Which escalation type in ISO 20000 incident management involves transferring an incident to a team with greater technical expertise?

Accepted Answer

Functional escalation

Answer

Hierarchical escalation

Answer

Supplier escalation

Answer

Customer escalation