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

The PDCA cycle is fundamental to ISO 20000 and provides the methodology for achieving continual improvement across the entire SMS.

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

ISO 20000-1 requires planned management reviews and internal audits to evaluate the continuing suitability, adequacy, and effectiveness of the SMS.

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

The standard requires organizations to retain accountability and apply SMS controls to services delivered by other parties, including suppliers and partners.

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

The service management plan documents how the organization intends to achieve its service management objectives and implement the SMS effectively.

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 nonconformity is the non-fulfillment of a requirement specified in the ISO 20000-1 standard or the organization's own SMS requirements.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

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