FREE ISO 20000 Certification IT Service Management 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 IT Service Management Questions and Answers flashcards as text
What is the purpose of the continual improvement process in ISO 20000?
Answer: To systematically improve the effectiveness and efficiency of services and the SMS
Continual improvement in ISO 20000 aims to systematically enhance the effectiveness and efficiency of services and the service management system.
Which of the following is a mandatory requirement for an organization seeking ISO 20000 certification?
Answer: Establishing a service management system with documented policies and objectives
ISO 20000 requires organizations to establish a service management system with documented policies, objectives, and processes.
In ISO 20000, what is the primary objective of capacity management?
Answer: To ensure sufficient capacity exists to meet current and future agreed service requirements
Capacity management ensures that the service provider has sufficient capacity to meet the current and future agreed demands for services.
What does ISO 20000 require regarding supplier management?
Answer: That suppliers and contracts are managed to support the delivery of agreed services
ISO 20000 requires organizations to manage their suppliers and contracts to ensure they support the seamless delivery of agreed services.
Which activity is part of the service reporting process in ISO 20000?
Answer: Producing reports on service performance against agreed targets
Service reporting involves producing and distributing reports that show performance against agreed service targets and other relevant metrics.
What is the significance of the Plan-Do-Check-Act (PDCA) cycle in ISO 20000?
Answer: It provides a framework for continual improvement of the service management system
The PDCA cycle provides a structured methodology for continual improvement, ensuring the SMS is planned, implemented, monitored, and improved.