FREE ISO 20000 Performance Evaluation and 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 Performance Evaluation and Improvement Questions and Answers flashcards as text
Which clause of ISO/IEC 20000-1 specifically addresses the requirement for monitoring, measurement, analysis, and evaluation of service management?
Answer: Clause 9 - Performance evaluation
Clause 9 of ISO/IEC 20000-1 covers performance evaluation, including requirements for monitoring, measurement, analysis, and evaluation.
What is the primary purpose of conducting a management review in the context of ISO 20000?
Answer: To ensure the SMS remains suitable, adequate, and effective
Management reviews ensure the service management system continues to be suitable, adequate, and effective in meeting organizational objectives.
An organization discovers through internal audit that its change management process consistently bypasses risk assessment. What is the most appropriate corrective action under ISO 20000?
Answer: Document the nonconformity and update the change process to enforce mandatory risk assessment
Corrective action requires documenting the nonconformity and addressing the root cause by updating the process to enforce the missing risk assessment step.
Which metric would be MOST useful for evaluating continual improvement of service delivery under ISO 20000?
Answer: Trend analysis of service level achievement over multiple reporting periods
Trend analysis of service level achievement over time directly measures whether service delivery is continually improving against agreed targets.
During an ISO 20000 surveillance audit, the auditor asks for evidence of continual improvement. Which of the following BEST demonstrates this?
Answer: Records showing identified improvement opportunities were implemented and their effectiveness was verified
Evidence of continual improvement requires showing that improvements were not only identified and implemented but also verified for effectiveness.
What role does the internal audit program play in the performance evaluation requirements of ISO 20000?
Answer: It provides objective evidence that the SMS conforms to requirements and is effectively implemented
The internal audit program provides objective evidence of SMS conformity and effective implementation, which is a core performance evaluation requirement.