ISO 20000 Certification Supplier Management 2 — Questions and Answers
Question 1: What should a supplier agreement in ISO 20000 include to ensure service continuity?
- Pricing terms only
- Service requirements, performance targets, and defined responsibilities (Correct answer)
- Supplier employee personal data
- Internal audit schedules of the organization
Correct answer: Service requirements, performance targets, and defined responsibilities
ISO 20000 supplier agreements must include service requirements, performance targets, and clearly defined responsibilities to ensure continuity.
Question 2: How frequently should supplier performance be reviewed under ISO 20000?
- Only at contract renewal time
- Only when a complaint is raised
- Continuously in real-time only
- At defined intervals agreed within the contract (Correct answer)
Correct answer: At defined intervals agreed within the contract
ISO 20000 requires supplier performance to be reviewed at defined intervals as specified in the contract terms.
Question 3: In ISO 20000, what action should be taken when a supplier consistently fails to meet agreed service levels?
- Automatically renew the contract without changes
- Initiate corrective actions or consider contract termination (Correct answer)
- Reduce the agreed service levels to match delivery
- Transfer responsibility for the service to the end customer
Correct answer: Initiate corrective actions or consider contract termination
Persistent supplier non-compliance should trigger corrective action plans or escalation up to contract termination under ISO 20000.
Question 4: Which of the following is NOT typically included in a supplier contract under ISO 20000?
- Dispute resolution procedures
- Security and confidentiality requirements
- Supplier's internal staff performance review criteria (Correct answer)
- Exit and transition provisions
Correct answer: Supplier's internal staff performance review criteria
Internal staff performance reviews are an internal supplier matter and are not part of the contract with the customer organization.
Question 5: What is the purpose of exit provisions in an ISO 20000 supplier agreement?
- To allow the supplier to exit without giving notice
- To ensure smooth transition of services if the relationship ends (Correct answer)
- To penalize the organization for early termination
- To define marketing and branding rights for the supplier
Correct answer: To ensure smooth transition of services if the relationship ends
Exit provisions ensure that if the supplier relationship ends, services can transition smoothly without disruption to the customer.
Question 6: Under ISO 20000, who is responsible for formally communicating changes in service requirements to a supplier?
- The external certification auditor
- The organization's service management team (Correct answer)
- End users contacting the supplier directly
- The supplier's own account manager
Correct answer: The organization's service management team
The organization's service management team is responsible for formally communicating any changes in service requirements to suppliers.
ISO 20000 Certification Supplier Management 2
What should a supplier agreement in ISO 20000 include to ensure service continuity?