Continuing Service Improvement Flashcards
7 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Continuing Service Improvement flashcards as text
How should improvement initiatives be aligned according to ISO 20000?
Answer: With the organization's strategic objectives and service requirements
ISO 20000 requires that improvement activities support the organization's strategy and defined service requirements.
Which of the following BEST supports a culture of continual improvement in an ISO 20000-compliant organization?
Answer: Encouraging open reporting of issues and near-misses without blame
A blameless reporting culture encourages staff to surface issues early, enabling faster and more effective improvement.
In the context of CSI, what does 'closing the loop' mean?
Answer: Verifying that an improvement achieved its objective and documenting the outcome
Closing the loop means confirming the improvement met its goal and formally recording what was learned.
Which ISO 20000 clause directly governs the requirement for continual improvement?
Answer: Clause 10 — Improvement
Clause 10 of ISO 20000 specifically addresses improvement, including continual improvement requirements.
A service provider wants to demonstrate continual improvement to an external auditor. Which evidence is MOST compelling?
Answer: Documented records showing measurable progress against defined improvement targets
Auditors require documented, measurable evidence of actual progress, not plans or assertions alone.
Under ISO 20000, lessons learned from improvement initiatives should be:
Answer: Captured and used to inform future improvement activities
Capturing lessons learned ensures that knowledge from past improvements continuously informs and enhances future efforts.
Which scenario BEST illustrates the 'Act' phase of PDCA in a CSI context?
Answer: Standardizing a successful improvement and applying it across other services
The Act phase institutionalizes successful changes by standardizing them and rolling them out more broadly.