ISO 20000 Certification FREE ISO 20000 Relationship and Resolution Processes Questions and Answers 2 — Questions and Answers
Question 1: In ISO 20000, which process is primarily responsible for restoring normal service operation as quickly as possible after an unplanned interruption?
- Incident management (Correct answer)
- Problem management
- Change management
- Service level management
Correct answer: Incident management
Incident management focuses on restoring normal service operation as quickly as possible to minimize business impact.
Question 2: What is the main objective of the business relationship management process under ISO 20000?
- To establish and maintain a good relationship between the service provider and the customer (Correct answer)
- To manage supplier contracts and performance
- To ensure all incidents are resolved within SLA targets
- To conduct regular internal audits of service quality
Correct answer: To establish and maintain a good relationship between the service provider and the customer
Business relationship management aims to establish and maintain a positive relationship between the service provider and the customer based on understanding their needs.
Question 3: Which activity is a key component of the problem management process in ISO 20000?
- Root cause analysis of recurring incidents (Correct answer)
- Logging and categorizing individual service interruptions
- Negotiating operational level agreements
- Approving requests for standard changes
Correct answer: Root cause analysis of recurring incidents
Problem management focuses on identifying root causes of recurring incidents to prevent future occurrences.
Question 4: Under ISO 20000, what distinguishes a 'known error' from a 'problem'?
- A known error has an identified root cause and a documented workaround (Correct answer)
- A known error has been escalated to senior management
- A known error is any incident that occurs more than once
- A known error is a problem that has been permanently resolved
Correct answer: A known error has an identified root cause and a documented workaround
A known error is a problem for which the root cause has been identified and a workaround or permanent fix has been documented.
Question 5: In the context of ISO 20000 supplier management, what must a service provider ensure when using external suppliers?
- That supplier contracts are aligned with service level agreements made with customers (Correct answer)
- That suppliers are ISO 20000 certified themselves
- That all supplier staff undergo the same training as internal staff
- That suppliers handle all customer communication directly
Correct answer: That supplier contracts are aligned with service level agreements made with customers
The service provider must ensure supplier contracts support and align with the commitments made in customer SLAs.
Question 6: Which escalation type in ISO 20000 incident management involves transferring an incident to a team with greater technical expertise?
- Functional escalation (Correct answer)
- Hierarchical escalation
- Supplier escalation
- Customer escalation
Correct answer: Functional escalation
Functional escalation involves passing an incident to a team or individual with more specialized technical skills to resolve it.
ISO 20000 Certification FREE ISO 20000 Relationship and Resolution Processes Questions and Answers 2
In ISO 20000, which process is primarily responsible for restoring normal service operation as quickly as possible after an unplanned interruption?