ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement 1

Question 1

Under ISO/IEC 20000-1, which of the following must be documented and retained as evidence of internal audit results?

Accepted Answer

Audit program and audit results

Answer

Service level agreement breach reports

Answer

Customer satisfaction survey responses

Answer

Risk register entries for each audit finding

Question 2

An organization wants to demonstrate continual improvement under ISO 20000. Which of the following actions best satisfies this requirement?

Accepted Answer

Implementing corrective actions and tracking their effectiveness over time

Answer

Publishing an annual report of service uptime statistics

Answer

Increasing the frequency of management review meetings

Answer

Expanding the scope of the service management system each year

Question 3

When setting objectives for the service management system under ISO 20000, which characteristic is REQUIRED for those objectives?

Accepted Answer

They must be measurable and monitored

Answer

They must be approved by an external certification body

Answer

They must be derived solely from customer complaints

Answer

They must remain unchanged for at least one audit cycle

Question 4

During a management review, the top management of an organization notes that a key performance indicator has trended negatively for three consecutive quarters. According to ISO 20000, what should result from this finding?

Accepted Answer

Documented decisions and actions related to improvement opportunities

Answer

Immediate suspension of the affected service

Answer

Notification to the certification body within 30 days

Answer

Reassignment of the process owner without further analysis

Question 5

An organization has completed a corrective action to address a nonconformity found during an internal audit. What must it do next according to ISO 20000?

Accepted Answer

Review the effectiveness of the corrective action taken

Answer

Schedule an external audit to validate the correction

Answer

Update the service catalog to reflect the change

Answer

Archive the nonconformity report without further review

Question 6

Which of the following inputs is explicitly required to be considered during an ISO 20000 management review?

Accepted Answer

Results of monitoring and measurement of service management processes

Answer

Competitor benchmarking data and market analysis

Answer

Individual employee performance appraisals

Answer

Technology roadmap approved by the IT steering committee