Free ISO 20000 Service Management System (SMS) Questions and Answers

Question 1

According to ISO 20000, which of the following is a primary responsibility of top management within the Service Management System (SMS)?

Accepted Answer

Establishing the service management policy and objectives.

Answer

Clause 5 of ISO 20000-1 emphasizes the role of leadership. Top management is explicitly responsible for demonstrating leadership and commitment by establishing the service management policy and objectives, and ensuring they are aligned with the organization's strategic direction.

Question 2

A service provider is implementing a Service Management System (SMS) compliant with ISO 20000. They are currently in the phase of monitoring and measuring the SMS and its services against their policies, objectives, and service requirements. Which phase of the Plan-Do-Check-Act (PDCA) cycle does this activity represent?

Accepted Answer

Check

Answer

The 'Check' phase of the PDCA cycle involves monitoring, measuring, and reviewing the SMS and services against the established policies, objectives, plans, and requirements to report on the results. This analysis is crucial for identifying areas for improvement.

Question 3

A company has recently experienced several related incidents causing service disruptions. While the incident management process restored service each time, the underlying issue persists. To comply with ISO 20000, which process should be initiated to find and eliminate the root cause of these recurring incidents?

Accepted Answer

Problem Management

Answer

Problem Management is the process responsible for managing the lifecycle of all problems. Its primary objective is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented by identifying and eliminating their root causes.

Question 4

What is the primary purpose of a Configuration Management Database (CMDB) within an ISO 20000 compliant Service Management System?

Accepted Answer

To provide a single, logical view of IT components and their relationships.

Answer

A CMDB is a database used to store information about hardware and software assets, known as Configuration Items (CIs), and the relationships between them. This provides a structured view of the IT environment, which is essential for processes like incident, problem, and change management.

Question 5

Which of the following best describes the principle of 'continual improvement' within the context of an ISO 20000 Service Management System (SMS)?

Accepted Answer

An ongoing effort to improve the effectiveness and efficiency of the SMS and services.

Answer

Continual improvement is a fundamental concept in ISO 20000, embedded in the PDCA cycle. It is not a single project but a sustained, ongoing activity to identify and implement improvements to the SMS and the services it supports, thereby enhancing performance and value over time.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

Free ISO 20000 Service Management System (SMS) Questions and Answers