FREE ISO 20000 Certification Auditor Questions and Answers Flashcards
6 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 6 FREE ISO 20000 Certification Auditor Questions and Answers flashcards as text
What is the primary purpose of a Stage 1 audit in an ISO 20000 certification engagement?
Answer: To review documentation readiness and plan the Stage 2 audit
The Stage 1 audit evaluates the organization's documentation, readiness, and planning for the more detailed Stage 2 on-site audit.
Which audit evidence would best demonstrate that an organization's capacity management process meets ISO 20000-1 requirements?
Answer: Documented capacity plans with current monitoring data and forecasts
Capacity plans supported by monitoring data and forecasts provide objective evidence that the process is actively implemented and maintained.
During an ISO 20000 audit, an auditor discovers that incident records lack root cause analysis. Which clause is most directly affected?
Answer: Incident management
Incident management under ISO 20000-1 requires recording sufficient detail including categorization, prioritization, and resolution information for each incident.
What should an ISO 20000 auditor do when an auditee provides conflicting information during interviews?
Answer: Record the discrepancy and seek corroborating evidence from other sources
Auditors must verify conflicting statements by gathering additional corroborating evidence before drawing audit conclusions.
An organization outsources its service desk to a third party. What must the ISO 20000 auditor verify regarding this arrangement?
Answer: That the organization has documented controls and accountability for the outsourced process
ISO 20000-1 requires organizations to retain accountability and define controls for any service management processes that are outsourced.
Which sampling method is most appropriate when an auditor needs to verify consistent application of the change management process across multiple service teams?
Answer: Stratified sampling across all teams and change types
Stratified sampling ensures representative coverage across different teams and change types, providing more reliable audit conclusions.