FREE ISO 20000 Relationship and Resolution Processes 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 Relationship and Resolution Processes Questions and Answers flashcards as text
In ISO 20000, which process is primarily responsible for restoring normal service operation as quickly as possible after an unplanned interruption?
Answer: Incident management
Incident management focuses on restoring normal service operation as quickly as possible to minimize business impact.
What is the main objective of the business relationship management process under ISO 20000?
Answer: To establish and maintain a good relationship between the service provider and the customer
Business relationship management aims to establish and maintain a positive relationship between the service provider and the customer based on understanding their needs.
Which activity is a key component of the problem management process in ISO 20000?
Answer: Root cause analysis of recurring incidents
Problem management focuses on identifying root causes of recurring incidents to prevent future occurrences.
Under ISO 20000, what distinguishes a 'known error' from a 'problem'?
Answer: A known error has an identified root cause and a documented workaround
A known error is a problem for which the root cause has been identified and a workaround or permanent fix has been documented.
In the context of ISO 20000 supplier management, what must a service provider ensure when using external suppliers?
Answer: That supplier contracts are aligned with service level agreements made with customers
The service provider must ensure supplier contracts support and align with the commitments made in customer SLAs.
Which escalation type in ISO 20000 incident management involves transferring an incident to a team with greater technical expertise?
Answer: Functional escalation
Functional escalation involves passing an incident to a team or individual with more specialized technical skills to resolve it.