ISO 20000 Certification ISO 20000 Relationship and Resolution Processes 1

Question 1

In ISO 20000, which criteria are typically used together to determine the priority of an incident?

Accepted Answer

The impact on business operations and the urgency of restoring service

Answer

ISO 20000 incident management defines priority based on two dimensions: impact (the effect on the business if the incident is not resolved) and urgency (how quickly the business needs the service restored). Together these drive the response and resolution targets.

Question 2

What is the primary purpose of the supplier management process in ISO 20000?

Accepted Answer

To manage relationships with suppliers so that agreed services are delivered to support the service provider's obligations

Answer

Supplier management ensures that suppliers meet their contractual obligations so the service provider can in turn meet its commitments to customers. It covers the full lifecycle of supplier contracts, performance monitoring, and relationship governance.

Question 3

What is the main function of a Known Error Database (KEDB) within ISO 20000 problem management?

Accepted Answer

To store root-cause information and workarounds for identified problems so incidents can be resolved faster

Answer

The KEDB captures known errors — problems whose root cause has been identified — together with available workarounds. When a matching incident recurs, support staff can apply the documented workaround immediately, reducing impact and resolution time.

Question 4

Under ISO 20000, how is a 'workaround' best defined in the context of problem management?

Accepted Answer

A temporary measure that reduces or eliminates the impact of an incident or problem until a permanent resolution is implemented

Answer

A workaround provides interim relief — it does not fix the underlying cause but makes the impact manageable while the permanent solution is being developed. It is recorded in the KEDB alongside the known error.

Question 5

Which ISO 20000 process is specifically responsible for capturing and fulfilling routine user requests for standard services, information, or access without invoking the full incident or change management workflow?

Accepted Answer

Service request management

Answer

Service request management handles pre-approved, low-risk requests — such as password resets, access grants, or standard software installations — that follow a predefined fulfilment procedure, keeping them separate from unplanned disruptions (incidents) and significant changes.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Relationship and Resolution Processes 1