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
When determining audit sample size for an ISO 20000 audit, which factor is most important?
Answer: The risk level, volume of activity, and previous audit findings in the area
Risk-based sampling ensures higher-risk or higher-volume areas receive proportionally more scrutiny, making the sample both efficient and representative.
An organization claims conformity to ISO 20000-1 for a specific service but excludes capacity management from scope. What should the auditor determine?
Answer: Exclusions are only valid if the excluded process has no impact on service delivery conformity
ISO 20000-1 permits exclusions only when the excluded requirement does not affect the ability to deliver conforming services; the auditor must verify this justification.
Which of the following best describes the role of 'audit criteria' in an ISO 20000 audit?
Answer: The set of policies, procedures, and requirements against which audit evidence is compared
Audit criteria are the reference standards, policies, and requirements used as the benchmark for evaluating collected evidence.
During a closing meeting, the auditee disputes a minor nonconformity finding. What is the auditor's appropriate response?
Answer: Listen to the auditee's evidence; revise the finding if new evidence supports it, otherwise maintain it
Auditors must remain objective — new factual evidence may warrant revision, but findings should not be changed due to pressure alone.
What is the key output of an ISO 20000 stage 2 certification audit?
Answer: An audit report detailing conformity findings, nonconformities, and a certification recommendation
The stage 2 audit report documents the evidence reviewed, findings, any nonconformities, and the auditor's recommendation regarding certification.
An auditor finds that the organization's business relationship management process lacks a mechanism for capturing customer satisfaction. What is the most likely applicable requirement?
Answer: Clause 9.1.2 — Customer satisfaction
ISO 20000-1 Clause 9.1.2 explicitly requires the organization to monitor customer perceptions and satisfaction.
Which ISO 20000-1 clause requires the organization to retain documented information as evidence that audit programs are being carried out?
Answer: Clause 9.2 — Internal audit
Clause 9.2 explicitly requires the organization to maintain and retain documented information about the audit programme and audit results.