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

The KEDB stores known errors and their workarounds so that incidents can be diagnosed and resolved more quickly.

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

Service level management ensures that agreed service levels are documented in SLAs and that actual service delivery meets those targets.

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

Customer complaints, feedback, and satisfaction data gathered through business relationship management are essential inputs for driving service improvement.

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

A major incident review should be conducted after every major incident to identify root causes, lessons learned, and preventive actions.

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

Incident management focuses on rapid service restoration, while problem management investigates root causes to prevent incidents from recurring.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

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