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
According to ISO 20000, what is the primary purpose of maintaining a known error database (KEDB)?
Answer: To speed up incident resolution by providing documented workarounds
The KEDB stores known errors and their workarounds so that incidents can be diagnosed and resolved more quickly.
In ISO 20000, which process ensures that the services delivered match the expectations agreed upon with the customer?
Answer: Service level management
Service level management ensures that agreed service levels are documented in SLAs and that actual service delivery meets those targets.
What is a critical output of the business relationship management process that feeds into service improvement?
Answer: Customer complaints and satisfaction data
Customer complaints, feedback, and satisfaction data gathered through business relationship management are essential inputs for driving service improvement.
Under ISO 20000, when should a major incident review be conducted?
Answer: After every major incident to identify lessons learned and prevent recurrence
A major incident review should be conducted after every major incident to identify root causes, lessons learned, and preventive actions.
Which of the following best describes the relationship between incident management and problem management in ISO 20000?
Answer: Incident management restores service quickly while problem management prevents recurrence by addressing root causes
Incident management focuses on rapid service restoration, while problem management investigates root causes to prevent incidents from recurring.
In ISO 20000 supplier management, what action should be taken when a supplier consistently fails to meet agreed performance targets?
Answer: Review the contract and initiate corrective actions or consider alternative suppliers
When a supplier consistently underperforms, the service provider should review contractual terms, implement corrective actions, and if necessary evaluate alternative suppliers.