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
An organization's key performance indicators show service availability has declined for three consecutive months. Under ISO 20000 continual improvement requirements, what should be done FIRST?
Answer: Conduct a root cause analysis to identify why availability is declining
Root cause analysis is the essential first step to understand the underlying reasons for the declining trend before committing to a specific remedy.
Which of the following is a required output of the management review process according to ISO 20000?
Answer: Decisions and actions related to opportunities for improvement and any need for changes to the SMS
Management review outputs must include decisions on improvement opportunities and any necessary changes to the service management system.
How should an organization determine what to monitor and measure for SMS performance evaluation under ISO 20000?
Answer: Determine monitoring and measurement based on service management objectives and planned outcomes
ISO 20000 requires that monitoring and measurement activities be aligned with the organization's own service management objectives and planned outcomes.
What distinguishes a corrective action from a correction in the context of ISO 20000 nonconformity management?
Answer: A correction fixes the immediate issue while a corrective action eliminates the root cause to prevent recurrence
A correction addresses the immediate nonconformity, while a corrective action targets the root cause to prevent the issue from recurring.
An organization wants to benchmark its SMS performance against industry peers. Which ISO 20000 process area supports this activity?
Answer: Performance evaluation through monitoring, measurement, analysis, and evaluation
Benchmarking against industry peers falls under the performance evaluation activities of monitoring, measurement, analysis, and evaluation.
During the Plan-Do-Check-Act cycle applied to ISO 20000, which phase is MOST directly associated with performance evaluation activities?
Answer: Check - monitoring and measuring processes against policies, objectives, and requirements
The Check phase directly corresponds to performance evaluation, where processes are monitored and measured against established objectives and requirements.