ISO 20000 Certification FREE ISO 20000 Certification Auditor Questions and Answers 2

Question 1

What is the primary purpose of a Stage 1 audit in an ISO 20000 certification engagement?

Accepted Answer

To review documentation readiness and plan the Stage 2 audit

Answer

To assess the effectiveness of corrective actions from previous audits

Answer

To verify that all nonconformities have been closed

Answer

To conduct detailed testing of service management processes

Question 2

Which audit evidence would best demonstrate that an organization's capacity management process meets ISO 20000-1 requirements?

Accepted Answer

Documented capacity plans with current monitoring data and forecasts

Answer

A signed management policy statement on capacity planning

Answer

Meeting minutes from the last IT steering committee

Answer

An organizational chart showing the capacity management team

Question 3

During an ISO 20000 audit, an auditor discovers that incident records lack root cause analysis. Which clause is most directly affected?

Accepted Answer

Incident management

Answer

Service level management

Answer

Problem management

Answer

Change management

Question 4

What should an ISO 20000 auditor do when an auditee provides conflicting information during interviews?

Accepted Answer

Record the discrepancy and seek corroborating evidence from other sources

Answer

Accept the most recent statement as the accurate one

Answer

Immediately raise a major nonconformity

Answer

Disregard both statements and rely solely on documentation

Question 5

An organization outsources its service desk to a third party. What must the ISO 20000 auditor verify regarding this arrangement?

Accepted Answer

That the organization has documented controls and accountability for the outsourced process

Answer

That the third party holds its own ISO 20000 certificate

Answer

That the outsourced service desk uses the same ITSM tool as the organization

Answer

That the third party's employees have completed ISO 20000 lead auditor training

Question 6

Which sampling method is most appropriate when an auditor needs to verify consistent application of the change management process across multiple service teams?

Accepted Answer

Stratified sampling across all teams and change types

Answer

Selecting only changes that resulted in incidents

Answer

Sampling changes from a single team with the highest volume

Answer

Random sampling from the most recent week only