ISO 20000 Certification Supplier Management

Question 1

What does ISO/IEC 20000-1 require organizations to do when using external suppliers to deliver parts of a service?

Accepted Answer

Document and manage supplier relationships

Answer

Always use in-house resources only

Answer

Eliminate all third-party vendors

Answer

Report all suppliers to the certification body

Question 2

In ISO 20000, what is the primary purpose of supplier management?

Accepted Answer

To ensure supplier-delivered services meet agreed requirements

Answer

To reduce the number of suppliers used

Answer

To negotiate the lowest possible costs

Answer

To eliminate dependency on external vendors

Question 3

Which document formally defines the terms and conditions of a relationship between an organization and its external supplier in ISO 20000?

Accepted Answer

Underpinning Contract (UC)

Answer

Service Level Agreement (SLA)

Answer

Operational Level Agreement (OLA)

Answer

Memorandum of Understanding (MOU)

Question 4

What must an organization maintain as part of ISO 20000 supplier management to track all active vendors?

Accepted Answer

A supplier register or inventory

Answer

A customer satisfaction survey database

Answer

A financial audit report archive

Answer

A risk mitigation plan only

Question 5

Under ISO 20000, when a supplier sub-contracts services to another party, who is responsible for ensuring those sub-contracted services meet agreed requirements?

Accepted Answer

The prime contractor (direct supplier) remains responsible

Answer

The sub-contractor assumes full and sole responsibility

Answer

The end customer takes over responsibility

Answer

The certification body assumes oversight

Question 6

Which clause of ISO/IEC 20000-1:2018 primarily addresses operational processes including supplier management?

Accepted Answer

Clause 8 — Operation of the SMS

Answer

Clause 4 — Context of the organization

Answer

Clause 6 — Planning

Answer

Clause 7 — Support