ISO 20000 Certification FREE ISO 20000 Performance Evaluation and Improvement Questions and Answers 3

Question 1

An organization's key performance indicators show service availability has declined for three consecutive months. Under ISO 20000 continual improvement requirements, what should be done FIRST?

Accepted Answer

Conduct a root cause analysis to identify why availability is declining

Answer

Immediately invest in redundant hardware to increase availability

Answer

Renegotiate the service level agreement to lower the availability target

Answer

Wait another quarter to confirm the trend before taking action

Question 2

Which of the following is a required output of the management review process according to ISO 20000?

Accepted Answer

Decisions and actions related to opportunities for improvement and any need for changes to the SMS

Answer

A revised organizational chart

Answer

A complete rewrite of all service level agreements

Answer

Updated resumes for all IT staff members

Question 3

How should an organization determine what to monitor and measure for SMS performance evaluation under ISO 20000?

Accepted Answer

Determine monitoring and measurement based on service management objectives and planned outcomes

Answer

Monitor only what external auditors specifically request

Answer

Measure everything possible regardless of relevance to service objectives

Answer

Copy the monitoring framework used by the largest competitor

Question 4

What distinguishes a corrective action from a correction in the context of ISO 20000 nonconformity management?

Accepted Answer

A correction fixes the immediate issue while a corrective action eliminates the root cause to prevent recurrence

Answer

A correction is more expensive than a corrective action

Answer

A corrective action is optional but a correction is mandatory

Answer

There is no difference; the terms are interchangeable in ISO 20000

Question 5

An organization wants to benchmark its SMS performance against industry peers. Which ISO 20000 process area supports this activity?

Accepted Answer

Performance evaluation through monitoring, measurement, analysis, and evaluation

Answer

Incident management

Answer

Relationship management

Answer

Service continuity management

Question 6

During the Plan-Do-Check-Act cycle applied to ISO 20000, which phase is MOST directly associated with performance evaluation activities?

Accepted Answer

Check - monitoring and measuring processes against policies, objectives, and requirements

Answer

Plan - establishing objectives and processes

Answer

Do - implementing the processes as planned

Answer

Act - taking actions to continually improve process performance