ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement Questions and Answers 2

Question 1

Which clause of ISO/IEC 20000-1 specifically addresses the requirements for monitoring, measurement, analysis, and evaluation of the SMS?

Accepted Answer

Clause 9.1

Answer

Clause 7.2

Answer

Clause 10.2

Answer

Clause 6.3

Question 2

What is the primary purpose of conducting management reviews as required by ISO 20000?

Accepted Answer

To ensure the continuing suitability, adequacy, and effectiveness of the SMS

Answer

To approve the annual IT budget

Answer

To assign blame for service failures

Answer

To replace the service management policy

Question 3

During an internal audit of an ISO 20000-compliant SMS, which finding would represent a nonconformity?

Accepted Answer

No documented procedure exists for handling major incidents

Answer

Service level targets are consistently met

Answer

Staff completed awareness training last quarter

Answer

Change records include risk assessments

Question 4

An organization notices a recurring SLA breach in its monthly performance reports. According to ISO 20000 improvement requirements, what should be the FIRST step?

Accepted Answer

Record the nonconformity and determine its root cause

Answer

Immediately terminate the supplier contract

Answer

Increase the SLA target to a more achievable level

Answer

Ignore it until it occurs three consecutive months

Question 5

Which of the following is a required output of the management review process under ISO 20000?

Accepted Answer

Decisions and actions related to opportunities for improvement

Answer

A complete rewrite of the service catalog

Answer

Termination notices for underperforming staff

Answer

A new risk register replacing the previous one

Question 6

How does ISO 20000 distinguish between correction and corrective action in the context of continual improvement?

Accepted Answer

Correction eliminates the detected nonconformity while corrective action eliminates its root cause

Answer

They are identical terms used interchangeably

Answer

Correction is proactive while corrective action is reactive

Answer

Corrective action applies only to supplier-related issues