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
How does ISO 20000 link continual improvement to the overall SMS?
Answer: Improvement is embedded as a core requirement that applies to all SMS processes
ISO 20000 embeds continual improvement as a mandatory requirement across all processes within the SMS.
A service provider uses customer satisfaction surveys as part of CSI. What is the PRIMARY purpose?
Answer: To identify areas where service quality can be improved
Customer satisfaction surveys directly reveal the customer's experience and highlight areas requiring service quality improvement.
Which of the following BEST describes a CSI register?
Answer: A structured record of improvement opportunities, priorities, and status
A CSI register captures identified improvement opportunities along with their priority, owner, and current status.
In ISO 20000, which of the following would trigger a formal continual improvement activity?
Answer: A pattern of non-conformities identified in internal audits
Recurring non-conformities from audits signal systemic weaknesses that require formal improvement action.
Which statement CORRECTLY describes the relationship between CSI and risk management in ISO 20000?
Answer: CSI activities can reduce risks by addressing identified weaknesses
By addressing weaknesses and gaps, CSI proactively reduces service risks before they escalate into incidents.
A service provider's improvement plan should be reviewed at minimum:
Answer: At planned intervals or when significant changes occur
ISO 20000 requires improvement plans to be reviewed at planned intervals or when significant changes make a review necessary.
Which of the following is NOT typically an output of the continual improvement process?
Answer: New customer contracts
Customer contracts are a commercial output, not a direct output of the continual improvement process.