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

Business Relationship Management is the process responsible for establishing and maintaining a good relationship between the service provider and the customer. This includes understanding the customer's business, holding service reviews, and managing satisfaction to ensure services remain aligned with business needs.

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

An incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. The user's inability to access a critical application fits this definition, and the primary goal of the Incident Management process is to restore normal service operation as quickly as possible to minimize business impact.

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

An Operational Level Agreement (OLA) is an agreement between a service provider and another part of the same organization that assists with the provision of services. It defines the internal responsibilities and timeframes required to meet the targets in the customer-facing SLA.

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

The primary objective of Problem Management is to manage the lifecycle of all problems, from identification to eradication. A key part of this is preventing incidents from happening in the first place and minimizing the impact of incidents that cannot be prevented. This involves performing root cause analysis on reactive problems and proactively identifying and addressing potential issues.

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

The Supplier Management process aims to ensure that all suppliers and their services are managed to support the agreed-upon service levels provided to customers. This includes negotiating contracts (or Underpinning Contracts), monitoring supplier performance against targets, and ensuring they meet their contractual obligations.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

Free ISO 20000 Relationship and Resolution Processes Questions and Answers