ISO 20000 Certification FREE ISO 20000 Certification Auditor Questions and Answers 3

Question 1

What distinguishes a major nonconformity from a minor nonconformity in an ISO 20000 certification audit?

Accepted Answer

A major nonconformity indicates a systemic failure affecting process capability while a minor is an isolated lapse

Answer

A major nonconformity requires immediate process shutdown while a minor does not

Answer

A major nonconformity can only be raised during Stage 2 audits

Answer

A major nonconformity applies only to mandatory clauses while a minor applies to optional ones

Question 2

During a surveillance audit, an auditor finds that the organization has not conducted any internal audits since the initial certification. What action should the auditor take?

Accepted Answer

Raise a nonconformity against the internal audit requirements of the standard

Answer

Note it as an observation for the next surveillance visit

Answer

Recommend immediate suspension of the certificate

Answer

Request that internal audits be scheduled before the audit report is issued

Question 3

An ISO 20000 auditor is assessing the service level management process. Which finding would constitute a conformity?

Accepted Answer

Documented SLAs exist with agreed targets, regular monitoring, and documented reviews with customers

Answer

Service level targets exist only in draft form and have not been agreed with customers

Answer

SLAs are signed but service level reports are not produced or reviewed

Answer

Service levels are informally communicated verbally to key customers

Question 4

What is the auditor's obligation regarding confidentiality of information obtained during an ISO 20000 audit?

Accepted Answer

Confidential information must be protected and not disclosed without appropriate authorization

Answer

Audit findings may be shared with any interested party upon request

Answer

Confidentiality applies only to financial records discovered during the audit

Answer

The auditee must sign a confidentiality agreement protecting the auditor

Question 5

When auditing the continual improvement process under ISO 20000, which evidence best demonstrates effective implementation?

Accepted Answer

Records of identified improvement opportunities, implemented actions, and measured results

Answer

A policy statement committing to continual improvement signed by top management

Answer

A list of planned improvements with no implementation dates or status tracking

Answer

Training records showing staff awareness of the improvement policy

Question 6

An organization requests to exclude supplier management from its ISO 20000 scope. How should the certification auditor respond?

Accepted Answer

Reject the exclusion because ISO 20000-1 does not permit clause exclusions from the SMS scope

Answer

Accept the exclusion if the organization documents the justification

Answer

Approve the exclusion if no external suppliers are currently contracted

Answer

Defer the decision to the certification body's technical committee