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

ISO/IEC 20000-1 clause 9.2 requires organizations to implement an audit program and retain documented information as evidence of the audit program and audit results. SLA breaches, surveys, and risk registers are related records but are not the specific evidence mandated for internal audits.

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

Continual improvement under ISO/IEC 20000-1 (clause 10.2) requires not just identifying opportunities but implementing actions and verifying their effectiveness. Publishing statistics or expanding scope alone does not constitute a closed-loop improvement cycle.

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

ISO/IEC 20000-1 clause 6.2 requires that SMS objectives be measurable (where practicable) and monitored. They are set internally — not by a certification body — and should evolve with the organization's performance data rather than remain static.

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

ISO/IEC 20000-1 clause 9.3 specifies that management review outputs must include decisions and actions related to improvement opportunities. Negative trends are inputs to the review that must generate actionable outputs — not punitive measures or mandatory external notifications.

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

ISO/IEC 20000-1 clause 10.1 requires that after implementing a corrective action, the organization reviews its effectiveness. Simply completing the action is insufficient — the standard mandates a follow-up to confirm the nonconformity has been resolved and will not recur.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement 1