ISO 20000 Certification ISO 20000 Service Management System (SMS) 1

Question 1

Which clause of ISO 20000-1:2018 establishes the requirements for determining the scope of the Service Management System?

Accepted Answer

Clause 4.3 – Determining the scope of the SMS

Answer

Clause 4.3 of ISO 20000-1:2018 specifically requires the organization to determine the boundaries and applicability of the SMS and document a defined scope statement.

Question 2

What does ISO 20000-1 require an organization to establish and maintain as evidence of the effective operation of its SMS?

Accepted Answer

Documented information

Answer

ISO 20000-1 uses the term 'documented information' to encompass both documents and records, requiring organizations to create and maintain documented information to support the operation and retain it as evidence of results.

Question 3

Under ISO 20000-1, who holds ultimate accountability for the effectiveness of the Service Management System?

Accepted Answer

Top management

Answer

Clause 5.1 places accountability for the SMS squarely with top management, requiring them to demonstrate leadership and commitment by ensuring the SMS achieves its intended outcomes.

Question 4

In ISO 20000-1, which term describes the set of interrelated or interacting elements of an organization used to establish policies, objectives, and processes to achieve those objectives for the delivery of services?

Accepted Answer

Service Management System (SMS)

Answer

ISO 20000-1 defines the Service Management System (SMS) as the system of interrelated or interacting elements that an organization uses to direct and control how it plans, designs, transitions, delivers, and improves services.

Question 5

Which ISO 20000-1 clause requires an organization to monitor, measure, analyze, and evaluate the SMS to assess service management performance?

Accepted Answer

Clause 9.1 – Monitoring, measurement, analysis, and evaluation

Answer

Clause 9.1 mandates that the organization determine what needs to be monitored and measured, the methods to be used, when results shall be analyzed, and when results shall be reported to ensure the SMS performs as intended.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Service Management System (SMS) 1