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.
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What distinguishes a major nonconformity from a minor nonconformity in an ISO 20000 certification audit?
Answer: A major nonconformity indicates a systemic failure affecting process capability while a minor is an isolated lapse
A major nonconformity represents a systemic failure that affects the ability of the SMS to achieve intended outcomes, whereas a minor is an isolated deviation.
During a surveillance audit, an auditor finds that the organization has not conducted any internal audits since the initial certification. What action should the auditor take?
Answer: Raise a nonconformity against the internal audit requirements of the standard
Failure to conduct internal audits is a nonconformity against ISO 20000-1's requirement for planned internal audits of the service management system.
An ISO 20000 auditor is assessing the service level management process. Which finding would constitute a conformity?
Answer: Documented SLAs exist with agreed targets, regular monitoring, and documented reviews with customers
Conformity requires documented agreements with agreed targets, evidence of monitoring against those targets, and regular reviews with customers.
What is the auditor's obligation regarding confidentiality of information obtained during an ISO 20000 audit?
Answer: Confidential information must be protected and not disclosed without appropriate authorization
Auditors are bound by professional ethics to protect confidential information obtained during audits and must not disclose it without proper authorization.
When auditing the continual improvement process under ISO 20000, which evidence best demonstrates effective implementation?
Answer: Records of identified improvement opportunities, implemented actions, and measured results
Effective continual improvement requires evidence of the full cycle: identifying opportunities, implementing changes, and measuring whether improvements were achieved.
An organization requests to exclude supplier management from its ISO 20000 scope. How should the certification auditor respond?
Answer: Reject the exclusion because ISO 20000-1 does not permit clause exclusions from the SMS scope
ISO 20000-1 requires all clauses to be addressed within the scope of the service management system and does not allow exclusions of requirements.