ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement Questions and Answers 2 — Questions and Answers
Question 1: Which clause of ISO/IEC 20000-1 specifically addresses the requirements for monitoring, measurement, analysis, and evaluation of the SMS?
- Clause 9.1 (Correct answer)
- Clause 7.2
- Clause 10.2
- Clause 6.3
Correct answer: Clause 9.1
Clause 9.1 of ISO/IEC 20000-1 defines requirements for monitoring, measurement, analysis, and evaluation to determine SMS effectiveness.
Question 2: What is the primary purpose of conducting management reviews as required by ISO 20000?
- To ensure the continuing suitability, adequacy, and effectiveness of the SMS (Correct answer)
- To approve the annual IT budget
- To assign blame for service failures
- To replace the service management policy
Correct answer: To ensure the continuing suitability, adequacy, and effectiveness of the SMS
Management reviews ensure the SMS remains suitable, adequate, and effective in achieving its intended outcomes.
Question 3: During an internal audit of an ISO 20000-compliant SMS, which finding would represent a nonconformity?
- Service level targets are consistently met
- No documented procedure exists for handling major incidents (Correct answer)
- Staff completed awareness training last quarter
- Change records include risk assessments
Correct answer: No documented procedure exists for handling major incidents
The absence of a documented procedure for major incident handling violates ISO 20000 requirements for incident management.
Question 4: An organization notices a recurring SLA breach in its monthly performance reports. According to ISO 20000 improvement requirements, what should be the FIRST step?
- Immediately terminate the supplier contract
- Record the nonconformity and determine its root cause (Correct answer)
- Increase the SLA target to a more achievable level
- Ignore it until it occurs three consecutive months
Correct answer: Record the nonconformity and determine its root cause
ISO 20000 requires organizations to first record nonconformities and investigate root causes before taking corrective action.
Question 5: Which of the following is a required output of the management review process under ISO 20000?
- Decisions and actions related to opportunities for improvement (Correct answer)
- A complete rewrite of the service catalog
- Termination notices for underperforming staff
- A new risk register replacing the previous one
Correct answer: Decisions and actions related to opportunities for improvement
Management review outputs must include decisions on improvement opportunities, resource needs, and any changes to the SMS.
Question 6: How does ISO 20000 distinguish between correction and corrective action in the context of continual improvement?
- Correction eliminates the detected nonconformity while corrective action eliminates its root cause (Correct answer)
- They are identical terms used interchangeably
- Correction is proactive while corrective action is reactive
- Corrective action applies only to supplier-related issues
Correct answer: Correction eliminates the detected nonconformity while corrective action eliminates its root cause
A correction addresses the immediate nonconformity, whereas corrective action targets the underlying root cause to prevent recurrence.
ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement Questions and Answers 2
Which clause of ISO/IEC 20000-1 specifically addresses the requirements for monitoring, measurement, analysis, and evaluation of the SMS?