FREE ISO 20000 Relationship and Resolution Processes Questions and Answers

Question 1

A service provider is holding regular meetings with a key customer to review service performance, discuss upcoming business needs, and gauge overall satisfaction.
According to ISO 20000, which process is primarily responsible for these activities?

Accepted Answer

Business Relationship Management

Answer

Service Level Management

Answer

Supplier Management

Answer

Incident Management

Question 2

A user reports that they are unable to access a critical application, which is preventing them from performing their job duties. According to ISO 20000, how should this be classified and handled?

Accepted Answer

As an Incident, representing an unplanned interruption to a service that must be restored as quickly as possible.

Answer

As a Service Request, to be fulfilled based on a standard pre-approved workflow.

Answer

As a Problem, requiring immediate root cause analysis.

Answer

As a Change Request, requiring a formal assessment of risk and impact before proceeding.

Question 3

To ensure that a Service Level Agreement (SLA) with a customer can be met, the service provider documents an agreement with an internal IT department that provides a component of the service. What is this internal agreement commonly called?

Accepted Answer

Operational Level Agreement (OLA)

Answer

Service Level Requirement (SLR)

Answer

Underpinning Contract (UC)

Answer

Service Catalogue Entry

Question 4

Which of the following is a primary objective of the Problem Management process within the ISO 20000 framework?

Accepted Answer

To minimize the adverse impact of incidents and problems by preventing them from occurring.

Answer

To restore normal service operation as quickly as possible after a disruption.

Answer

To authorize, plan, and control the lifecycle of all changes.

Answer

To fulfill user requests for new services or information.

Question 5

A service provider uses a third-party cloud vendor for data storage. To comply with ISO 20000, what is the primary purpose of the Supplier Management process in this context?

Accepted Answer

To ensure the cloud vendor's performance meets the agreed-upon targets in the contract, which in turn supports the SLAs with customers.

Answer

To directly manage the day-to-day technical configuration of the cloud storage.

Answer

To handle all incidents related to the cloud service on behalf of the vendor.

Answer

To set the budget for all third-party services used by the organization.

Question 6

A service desk has noticed a recurring pattern of incidents related to a specific software application, all logged with the same error code after a recent update. While Incident Management resolves each user's issue with a workaround, the underlying fault persists. According to ISO 20000, which two processes must work closely together to address this situation for the long term?

Accepted Answer

Incident Management and Problem Management

Answer

Incident Management and Service Request Management

Answer

Change Management and Service Level Management

Answer

Business Relationship Management and Supplier Management

A service provider is holding regular meetings with a key customer to review service performance, discuss upcoming business needs, and gauge overall satisfaction.According to ISO 20000, which process is primarily responsible for these activities?

A service provider is holding regular meetings with a key customer to review service performance, discuss upcoming business needs, and gauge overall satisfaction.
According to ISO 20000, which process is primarily responsible for these activities?