ISO 20000 Certification FREE ISO 20000 Service Management System (SMS) Questions and Answers 3

Question 1

What role does the service catalogue play within an ISO 20000 SMS?

Accepted Answer

It provides a structured list of all services delivered, including their status and dependencies

Answer

It serves as a financial ledger for tracking IT expenditures

Answer

It replaces the need for a configuration management database

Answer

It is only used during external audit reviews

Question 2

Which of the following is a key requirement of the continual improvement process in ISO 20000?

Accepted Answer

Establishing improvement objectives, evaluating opportunities, and implementing changes to the SMS

Answer

Replacing the entire SMS framework every year

Answer

Hiring new staff for each improvement cycle

Answer

Purchasing the latest technology regardless of business needs

Question 3

What is the relationship between ISO 20000-1 and ISO 20000-2?

Accepted Answer

ISO 20000-1 specifies requirements while ISO 20000-2 provides guidance on applying the SMS

Answer

ISO 20000-2 replaces ISO 20000-1 as the newer version

Answer

Both parts contain identical requirements with different formatting

Answer

ISO 20000-1 is for large organizations and ISO 20000-2 is for small ones

Question 4

In ISO 20000, what must an organization do regarding risks and opportunities that could affect the SMS?

Accepted Answer

Identify risks and opportunities, plan actions to address them, and integrate those actions into SMS processes

Answer

Ignore risks that have a low probability of occurrence

Answer

Only address risks after they have caused a service outage

Answer

Delegate all risk management to an external consultant

Question 5

Which document provides evidence that monitoring, measurement, analysis, and evaluation of the SMS have been performed?

Accepted Answer

Management review records and internal audit reports

Answer

The company's annual financial report

Answer

Employee attendance logs

Answer

Hardware inventory spreadsheets

Question 6

What is required when an organization uses external suppliers to deliver services within the scope of ISO 20000?

Accepted Answer

The organization must manage and control the suppliers to ensure services meet agreed requirements

Answer

External suppliers are exempt from all SMS requirements

Answer

The organization transfers all accountability to the supplier

Answer

Supplier management is optional if a contract exists