Relationship and Resolution Processes 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 Relationship and Resolution Processes flashcards as text
Under ISO 20000-1, which document formally defines the agreed services between the service provider and the customer?
Answer: Service Level Agreement
The Service Level Agreement (SLA) is the formal document that defines agreed services, targets, and responsibilities between the service provider and customer.
A service provider notices recurring complaints about slow incident resolution from one customer. Which ISO 20000 process is primarily responsible for addressing this systemic issue?
Answer: Service Level Management
Service Level Management is responsible for monitoring and reviewing SLA performance and addressing recurring gaps between agreed and actual service levels.
In ISO 20000, what is the primary purpose of the complaint management process?
Answer: To provide customers a formal channel to express dissatisfaction and receive resolution
Complaint management provides a formal mechanism for customers to express dissatisfaction and ensures those complaints are addressed and resolved.
Which of the following best describes a 'supplier' in the context of ISO 20000 relationship processes?
Answer: A third party that provides goods or services used by the service provider to deliver services
A supplier is a third party that provides goods or services that contribute to the service provider's ability to deliver services to the customer.
How does ISO 20000 recommend handling a complaint that cannot be resolved at the first point of contact?
Answer: Escalating it through a defined escalation path within the complaint process
ISO 20000 requires complaints that cannot be resolved at first contact to be escalated through defined escalation paths while maintaining tracking and communication.
What should a service provider do when a supplier consistently fails to meet agreed performance targets?
Answer: Review the supplier's performance and take corrective action as per the supplier management process
The supplier management process requires the service provider to monitor supplier performance and initiate corrective actions when targets are not met.
Which metric is most relevant for measuring the effectiveness of the complaint management process?
Answer: Percentage of complaints resolved within agreed timeframes
Measuring the percentage of complaints resolved within agreed timeframes directly reflects the effectiveness of the complaint management process.