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 of the following is an input to the continual improvement process under ISO 20000?
Answer: Results of service reviews and audits
Service review and audit results are key inputs that identify gaps and drive the continual improvement process.
A service provider wants to prioritize improvement initiatives. Which factor is LEAST relevant?
Answer: Color scheme of the improvement report
The visual presentation of a report is irrelevant to prioritizing improvements; business impact, cost, and alignment are critical.
ISO 20000 requires that the results of continual improvement activities be:
Answer: Communicated to relevant interested parties
ISO 20000 mandates communicating improvement results to relevant stakeholders to maintain transparency and trust.
Which of these is a characteristic of a well-defined improvement objective under ISO 20000?
Answer: Measurable and time-bound
Effective improvement objectives must be measurable and have a defined timeframe to assess success.
During the 'Check' phase of PDCA in CSI, the primary activity is:
Answer: Monitoring and measuring results against objectives
The Check phase compares actual results with planned objectives to determine if the improvement worked.
Which tool is commonly used in CSI to visually identify the root cause of a recurring problem?
Answer: Fishbone (Ishikawa) diagram
A fishbone diagram maps cause-and-effect relationships to trace recurring problems back to their root causes.
What should happen when a CSI initiative fails to achieve its target?
Answer: The initiative is reviewed, root causes identified, and a revised plan created
A failed initiative triggers a review to understand why it failed, informing a revised and more effective improvement plan.