ISO 20000 Certification ISO 20000 Service Management System (SMS) Questions and Answers 2 — Questions and Answers
Question 1: What is the primary purpose of a Service Management System (SMS) according to ISO 20000-1?
- To replace ITIL framework practices
- To plan, establish, implement, operate, monitor, review, maintain, and improve service delivery (Correct answer)
- To eliminate the need for service level agreements
- To automate all IT service processes
Correct answer: To plan, establish, implement, operate, monitor, review, maintain, and improve service delivery
An SMS provides a structured approach to plan, establish, implement, operate, monitor, review, maintain, and improve the delivery of services.
Question 2: Which clause of ISO 20000-1 addresses the requirements for leadership and commitment?
- Clause 4 - Context of the organization
- Clause 5 - Leadership (Correct answer)
- Clause 7 - Support
- Clause 9 - Performance evaluation
Correct answer: Clause 5 - Leadership
Clause 5 specifies that top management must demonstrate leadership and commitment to the SMS.
Question 3: What must an organization determine when establishing the scope of its SMS?
- Only internal issues affecting the SMS
- The services to be delivered and the organizational boundaries (Correct answer)
- Only the technologies used for service delivery
- The number of staff required for implementation
Correct answer: The services to be delivered and the organizational boundaries
The SMS scope must define the services covered and the boundaries of the organization or parts of the organization included.
Question 4: How does ISO 20000-1 require organizations to handle risks and opportunities?
- By avoiding all risks entirely
- By documenting risks only during annual reviews
- By planning actions to address risks and opportunities that can affect SMS outcomes (Correct answer)
- By delegating risk management to external consultants
Correct answer: By planning actions to address risks and opportunities that can affect SMS outcomes
Organizations must plan and implement actions to address risks and opportunities that could impact the intended outcomes of the SMS.
Question 5: What is required regarding the competence of persons working within the SMS?
- All staff must hold ITIL certifications
- Persons must be competent based on education, training, or experience, and records must be retained (Correct answer)
- Only managers need to demonstrate competence
- Competence requirements apply only to technical staff
Correct answer: Persons must be competent based on education, training, or experience, and records must be retained
ISO 20000-1 requires that persons doing work affecting SMS performance are competent based on appropriate education, training, or experience.
Question 6: Which of the following is a mandatory documented information requirement in the SMS?
- Weekly staff meeting minutes
- A service management policy aligned with organizational strategy (Correct answer)
- A detailed technology roadmap
- Customer satisfaction survey templates
Correct answer: A service management policy aligned with organizational strategy
The SMS must include a documented service management policy that is appropriate to the purpose and strategic direction of the organization.
ISO 20000 Certification ISO 20000 Service Management System (SMS) Questions and Answers 2
What is the primary purpose of a Service Management System (SMS) according to ISO 20000-1?