FREE ISO 20000 Service Management System (SMS) 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 Service Management System (SMS) Questions and Answers flashcards as text
What role does the service catalogue play within an ISO 20000 SMS?
Answer: It provides a structured list of all services delivered, including their status and dependencies
The service catalogue provides a structured and maintained list of all services delivered, including key details like status, dependencies, and service levels.
Which of the following is a key requirement of the continual improvement process in ISO 20000?
Answer: Establishing improvement objectives, evaluating opportunities, and implementing changes to the SMS
Continual improvement requires establishing objectives, systematically evaluating improvement opportunities, and implementing beneficial changes to the SMS.
What is the relationship between ISO 20000-1 and ISO 20000-2?
Answer: ISO 20000-1 specifies requirements while ISO 20000-2 provides guidance on applying the SMS
ISO 20000-1 defines the requirements for an SMS, while ISO 20000-2 provides guidance and recommendations for applying the management system.
In ISO 20000, what must an organization do regarding risks and opportunities that could affect the SMS?
Answer: Identify risks and opportunities, plan actions to address them, and integrate those actions into SMS processes
Organizations must identify risks and opportunities affecting the SMS, plan appropriate actions, and integrate those actions into their service management processes.
Which document provides evidence that monitoring, measurement, analysis, and evaluation of the SMS have been performed?
Answer: Management review records and internal audit reports
Management review records and internal audit reports provide documented evidence that the SMS has been monitored, measured, analyzed, and evaluated.
What is required when an organization uses external suppliers to deliver services within the scope of ISO 20000?
Answer: The organization must manage and control the suppliers to ensure services meet agreed requirements
When using external suppliers, the organization retains accountability and must manage and control suppliers to ensure delivered services meet agreed requirements.