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 ISO 20000 Service Management System (SMS) Questions and Answers flashcards as text
What role does the Plan-Do-Check-Act (PDCA) cycle play in an ISO 20000 SMS?
Answer: It provides the underlying framework for continual improvement of the SMS
The PDCA cycle is fundamental to ISO 20000 and provides the methodology for achieving continual improvement across the entire SMS.
What must an organization do to ensure the SMS remains effective over time?
Answer: Conduct management reviews and internal audits at planned intervals
ISO 20000-1 requires planned management reviews and internal audits to evaluate the continuing suitability, adequacy, and effectiveness of the SMS.
How does ISO 20000-1 address the relationship with other parties involved in service delivery?
Answer: It requires that organizations control and manage services operated by other parties within the SMS scope
The standard requires organizations to retain accountability and apply SMS controls to services delivered by other parties, including suppliers and partners.
What is the purpose of the service management plan within the SMS?
Answer: To define how the organization will achieve its service management objectives and implement the SMS
The service management plan documents how the organization intends to achieve its service management objectives and implement the SMS effectively.
Which of the following best describes a nonconformity in the context of an ISO 20000 SMS?
Answer: A failure to fulfill a requirement of the SMS standard
A nonconformity is the non-fulfillment of a requirement specified in the ISO 20000-1 standard or the organization's own SMS requirements.
What action is required when a nonconformity is identified within the SMS?
Answer: Take corrective action to eliminate the cause and prevent recurrence
Organizations must react to the nonconformity, evaluate the need for corrective action to eliminate root causes, and prevent recurrence.