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

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?

Accepted Answer

At defined intervals agreed within the contract

Answer

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?

Accepted Answer

Initiate corrective actions or consider contract termination

Answer

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?

Accepted Answer

Supplier's internal staff performance review criteria

Answer

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?

Accepted Answer

To ensure smooth transition of services if the relationship ends

Answer

Exit provisions ensure that if the supplier relationship ends, services can transition smoothly without disruption to the customer.

ISO 20000 Certification Practice Test