ISO 20000 Certification FREE ISO 20000 Relationship and Resolution Processes Questions and Answers 3

Question 1

According to ISO 20000, what is the primary purpose of maintaining a known error database (KEDB)?

Accepted Answer

To speed up incident resolution by providing documented workarounds

Answer

To track customer satisfaction survey results

Answer

To store configuration item relationships

Answer

To record change authorization decisions

Question 2

In ISO 20000, which process ensures that the services delivered match the expectations agreed upon with the customer?

Accepted Answer

Service level management

Answer

Capacity management

Answer

Availability management

Answer

Information security management

Question 3

What is a critical output of the business relationship management process that feeds into service improvement?

Accepted Answer

Customer complaints and satisfaction data

Answer

Technical architecture diagrams

Answer

Incident trend reports

Answer

Supplier performance scorecards

Question 4

Under ISO 20000, when should a major incident review be conducted?

Accepted Answer

After every major incident to identify lessons learned and prevent recurrence

Answer

Only when the customer formally requests a review

Answer

At the end of each fiscal quarter regardless of incidents

Answer

Only when the incident resulted in a breach of the SLA

Question 5

Which of the following best describes the relationship between incident management and problem management in ISO 20000?

Accepted Answer

Incident management restores service quickly while problem management prevents recurrence by addressing root causes

Answer

Problem management is a subset of incident management

Answer

Incident management only handles hardware issues while problem management handles software issues

Answer

Both processes are identical but operate at different organizational levels

Question 6

In ISO 20000 supplier management, what action should be taken when a supplier consistently fails to meet agreed performance targets?

Accepted Answer

Review the contract and initiate corrective actions or consider alternative suppliers

Answer

Immediately terminate the supplier contract without notice

Answer

Transfer all supplier responsibilities to the internal team

Answer

Reduce the SLA targets to match supplier performance