IT Service Management Flashcards
7 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 7 IT Service Management flashcards as text
Under ISO 20000-1:2018, which clause requires organizations to determine the 'interested parties' relevant to the SMS?
Answer: Clause 4 – Context of the Organization
Clause 4.2 specifically requires identifying interested parties and their relevant requirements to ensure the SMS meets all stakeholder needs.
A workaround is documented for a known error. In ISO 20000 terminology, a 'known error' is:
Answer: A problem with an identified root cause and documented workaround
A known error is a problem for which the root cause has been identified and a workaround (or permanent fix) is documented.
ISO 20000 Service Continuity Management aims to ensure that:
Answer: Agreed services can be maintained following a major disruption
Service Continuity Management ensures that agreed service levels can be maintained or rapidly restored after a major disruptive event.
Which ISO 20000 process is responsible for negotiating and agreeing on services to be delivered to customers?
Answer: Service Level Management
Service Level Management negotiates, documents, and manages agreements on service levels with customers.
Under ISO 20000, a 'nonconformity' discovered during an internal audit must be followed by:
Answer: Corrective action to eliminate the cause and prevent recurrence
ISO 20000-1:2018 Clause 10.1 requires that nonconformities trigger corrective action to remove the cause and prevent recurrence.
The ISO 20000-1:2018 standard uses the Plan-Do-Check-Act (PDCA) cycle as its overall improvement framework. Which clause primarily maps to the 'Check' phase?
Answer: Clause 9 – Performance Evaluation
Clause 9 (Performance Evaluation) covers monitoring, measurement, analysis, and internal audits — the 'Check' phase of PDCA.
Which of the following best describes the role of the 'service catalog' in ISO 20000?
Answer: A documented list of all services offered by the provider with agreed attributes
The service catalog is a customer-facing document listing all available services, their descriptions, and agreed attributes such as hours of operation.