ISO 20000 Certification FREE ISO 20000 Certification IT Service Management Questions and Answers 3

Question 1

What is the purpose of the continual improvement process in ISO 20000?

Accepted Answer

To systematically improve the effectiveness and efficiency of services and the SMS

Answer

Continual improvement in ISO 20000 aims to systematically enhance the effectiveness and efficiency of services and the service management system.

Question 2

Which of the following is a mandatory requirement for an organization seeking ISO 20000 certification?

Accepted Answer

Establishing a service management system with documented policies and objectives

Answer

ISO 20000 requires organizations to establish a service management system with documented policies, objectives, and processes.

Question 3

In ISO 20000, what is the primary objective of capacity management?

Accepted Answer

To ensure sufficient capacity exists to meet current and future agreed service requirements

Answer

Capacity management ensures that the service provider has sufficient capacity to meet the current and future agreed demands for services.

Question 4

What does ISO 20000 require regarding supplier management?

Accepted Answer

That suppliers and contracts are managed to support the delivery of agreed services

Answer

ISO 20000 requires organizations to manage their suppliers and contracts to ensure they support the seamless delivery of agreed services.

Question 5

Which activity is part of the service reporting process in ISO 20000?

Accepted Answer

Producing reports on service performance against agreed targets

Answer

Service reporting involves producing and distributing reports that show performance against agreed service targets and other relevant metrics.

ISO 20000 Certification Practice Test