FREE ISO 20000 Certification Continuing Service Improvement 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 Continuing Service Improvement Questions and Answers flashcards as text
Which clause in ISO 20000-1 specifically addresses the requirement for continual improvement of the service management system?
Answer: Clause 10.2
Clause 10.2 of ISO 20000-1 establishes the requirements for continual improvement of the SMS and services.
What is the primary purpose of conducting a management review in the context of continual service improvement?
Answer: To evaluate the ongoing suitability, adequacy, and effectiveness of the SMS
Management reviews assess whether the SMS remains suitable, adequate, and effective, driving improvement decisions.
An organization notices recurring incidents related to a specific configuration item. Under continual service improvement, what should be the FIRST action?
Answer: Register a problem record and initiate root cause analysis
Recurring incidents should trigger problem management to identify and address the underlying root cause.
Which metric type is MOST useful for measuring the effectiveness of continual service improvement initiatives over time?
Answer: Key performance indicators showing trend data
KPIs with trend data allow organizations to track whether improvement initiatives are producing sustained positive change.
What role does the Plan-Do-Check-Act (PDCA) cycle play in ISO 20000 continual service improvement?
Answer: It provides a structured framework for implementing and evaluating improvements iteratively
The PDCA cycle is the foundational methodology in ISO 20000 for driving iterative and systematic improvement.
When prioritizing service improvement opportunities, which factor should carry the MOST weight according to ISO 20000 principles?
Answer: Alignment with service management objectives and customer requirements
Improvements should be prioritized based on their alignment with SMS objectives and the value they deliver to customers.