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
What distinguishes a complaint from an incident in the ISO 20000 framework?
Answer: An incident is a service disruption, while a complaint is an expression of customer dissatisfaction
An incident involves a service disruption or degradation, while a complaint is a formal expression of dissatisfaction with the service or the provider's actions.
In ISO 20000, what must be documented as part of the supplier management process?
Answer: Supplier performance data, agreed targets, and records of reviews and corrective actions
Supplier management documentation must include performance data, agreed targets, review records, and any corrective actions taken.
A service provider operates in a multi-supplier environment. According to ISO 20000, how should interfaces between suppliers be managed?
Answer: The service provider must coordinate and manage interfaces to ensure end-to-end service delivery
In a multi-supplier environment, the service provider is accountable for coordinating supplier interfaces to ensure seamless end-to-end service delivery.
Which of the following actions supports continuous improvement in the business relationship management process?
Answer: Scheduling regular structured reviews and acting on customer feedback proactively
Regular structured reviews and proactive use of customer feedback are key mechanisms for continuously improving business relationships.
When a complaint is resolved, what additional step does ISO 20000 recommend before formally closing it?
Answer: Confirming with the customer that the resolution is satisfactory
Before closing a complaint, ISO 20000 recommends confirming with the customer that the resolution is acceptable, ensuring customer satisfaction with the outcome.
How should a service provider handle a situation where a supplier sub-contracts work to another party without prior notification?
Answer: Assess the impact, update the supplier agreement, and ensure the sub-contractor meets required standards
The provider must assess the impact of any sub-contracting, update agreements accordingly, and ensure the sub-contractor's performance meets required standards.
Which of the following is a key input to the business relationship management process in ISO 20000?
Answer: Customer feedback, satisfaction surveys, and service review outputs
Customer feedback, satisfaction surveys, and outputs from service reviews are primary inputs that drive business relationship management activities.