ISO 20000 Certification ISO 20000 Service Management System (SMS) Questions and Answers 3

Question 1

What role does the Plan-Do-Check-Act (PDCA) cycle play in an ISO 20000 SMS?

Accepted Answer

It provides the underlying framework for continual improvement of the SMS

Answer

It is optional and only recommended for large organizations

Answer

It replaces the need for internal audits

Answer

It applies only to incident management processes

Question 2

What must an organization do to ensure the SMS remains effective over time?

Accepted Answer

Conduct management reviews and internal audits at planned intervals

Answer

Rebuild the SMS from scratch every three years

Answer

Only review the SMS when a major incident occurs

Answer

Outsource SMS monitoring to a third party

Question 3

How does ISO 20000-1 address the relationship with other parties involved in service delivery?

Accepted Answer

It requires that organizations control and manage services operated by other parties within the SMS scope

Answer

It prohibits the use of external suppliers

Answer

It only applies to services delivered entirely in-house

Answer

It exempts outsourced services from SMS requirements

Question 4

What is the purpose of the service management plan within the SMS?

Accepted Answer

To define how the organization will achieve its service management objectives and implement the SMS

Answer

To list all employee job descriptions

Answer

To serve as a marketing document for customers

Answer

To replace the need for a service catalog

Question 5

Which of the following best describes a nonconformity in the context of an ISO 20000 SMS?

Accepted Answer

A failure to fulfill a requirement of the SMS standard

Answer

A service outage lasting more than four hours

Answer

Any customer complaint received

Answer

A delay in project delivery

Question 6

What action is required when a nonconformity is identified within the SMS?

Accepted Answer

Take corrective action to eliminate the cause and prevent recurrence

Answer

Immediately notify the certification body

Answer

Suspend all services until the issue is resolved

Answer

Record the nonconformity but take no further action