Auditor Flashcards
7 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Auditor flashcards as text
Which of the following best describes a 'stage 1' audit in ISO 20000 certification?
Answer: A readiness review to assess the organization's documentation and preparedness for stage 2
Stage 1 is a desk-based or on-site readiness review that evaluates documentation and confirms the organization is prepared for the full stage 2 audit.
An auditor reviews an SLA and finds it lacks a defined review frequency. Under ISO 20000-1, what finding is appropriate?
Answer: Minor nonconformity — the standard requires service agreements to include review arrangements
ISO 20000-1 requires service agreements to include review arrangements, so omitting a review frequency is a minor nonconformity against that specific requirement.
What distinguishes a 'major nonconformity' from a 'minor nonconformity' in ISO 20000 auditing?
Answer: A major nonconformity represents failure of a key SMS element or systematic breakdown; a minor is an isolated lapse
A major nonconformity signals a systemic failure that threatens the integrity of the SMS, whereas a minor is a contained lapse against a specific requirement.
When auditing supplier management under ISO 20000-1, which evidence is most relevant to verify that supplier performance is being managed?
Answer: Supplier performance review records and KPI trend data
Performance review records and KPI trends provide objective evidence that the organization is actively monitoring and managing supplier performance as required.
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?
Answer: Clause 8.7 — Problem management
ISO 20000-1 Clause 8.7 requires root-cause analysis to be conducted and documented as part of problem management.
Why must an ISO 20000 auditor understand the organization's service management plan before conducting field interviews?
Answer: To establish the intended objectives and approach against which actual practice will be compared
The service management plan defines the organization's intended approach; auditors compare actual practice against this plan to identify gaps.
An ISO 20000 auditor samples five change records and finds that three were not reviewed by the change advisory board as required by the procedure. What is the most appropriate action?
Answer: Raise a minor nonconformity and request corrective action within the agreed timeframe
Three of five failures indicates a pattern justifying a minor nonconformity, triggering a formal corrective action response from the organization.