ISO 20000 Certification Supplier Management 2

Question 1

What should a supplier agreement in ISO 20000 include to ensure service continuity?

Accepted Answer

Service requirements, performance targets, and defined responsibilities

Answer

Pricing terms only

Answer

Supplier employee personal data

Answer

Internal audit schedules of the organization

Question 2

How frequently should supplier performance be reviewed under ISO 20000?

Accepted Answer

At defined intervals agreed within the contract

Answer

Only at contract renewal time

Answer

Only when a complaint is raised

Answer

Continuously in real-time only

Question 3

In ISO 20000, what action should be taken when a supplier consistently fails to meet agreed service levels?

Accepted Answer

Initiate corrective actions or consider contract termination

Answer

Automatically renew the contract without changes

Answer

Reduce the agreed service levels to match delivery

Answer

Transfer responsibility for the service to the end customer

Question 4

Which of the following is NOT typically included in a supplier contract under ISO 20000?

Accepted Answer

Supplier's internal staff performance review criteria

Answer

Dispute resolution procedures

Answer

Security and confidentiality requirements

Answer

Exit and transition provisions

Question 5

What is the purpose of exit provisions in an ISO 20000 supplier agreement?

Accepted Answer

To ensure smooth transition of services if the relationship ends

Answer

To allow the supplier to exit without giving notice

Answer

To penalize the organization for early termination

Answer

To define marketing and branding rights for the supplier

Question 6

Under ISO 20000, who is responsible for formally communicating changes in service requirements to a supplier?

Accepted Answer

The organization's service management team

Answer

The external certification auditor

Answer

End users contacting the supplier directly

Answer

The supplier's own account manager