Continuing Service Improvement 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 Continuing Service Improvement flashcards as text
Which metric is MOST useful for tracking the effectiveness of a CSI initiative over time?
Answer: Trend analysis of key performance indicators
Trend analysis of KPIs reveals whether improvements are sustained and moving in the right direction over time.
In ISO 20000, which document formally records the outcomes of a service review?
Answer: Service review record
ISO 20000 requires that outcomes of service reviews be documented in a service review record.
A CSI initiative is declared complete when:
Answer: The improvement target has been achieved and results verified
An improvement is complete only after the target outcome is achieved and independently verified.
Which of the following BEST describes the role of benchmarking in CSI?
Answer: It provides an external reference point for evaluating performance
Benchmarking compares an organization's performance against external standards or peers to identify improvement gaps.
Under ISO 20000, who is responsible for ensuring that improvement opportunities identified in audits are acted upon?
Answer: Top management
Top management bears ultimate accountability for ensuring audit findings lead to corrective and improvement actions.
A service provider notices recurring SLA breaches despite recent fixes. Which CSI approach should be applied?
Answer: Perform root cause analysis and update the improvement plan
Recurring breaches indicate an unresolved underlying cause that root cause analysis and a revised improvement plan can address.
Which statement about the 'Plan' phase of the Plan-Do-Check-Act cycle in CSI is CORRECT?
Answer: It involves defining objectives and the processes needed to achieve them
The Plan phase establishes objectives, processes, and resources required before any implementation begins.