Relationship and Resolution Processes 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 Relationship and Resolution Processes flashcards as text
In ISO 20000, what is the recommended approach when a new supplier is engaged to support service delivery?
Answer: Establish a formal contract or agreement defining roles, responsibilities, and performance targets
ISO 20000 requires formal contracts or agreements with suppliers that clearly define roles, responsibilities, and measurable performance targets.
Which process in ISO 20000 is responsible for ensuring that services delivered by suppliers align with the overall service delivery commitments made to the customer?
Answer: Supplier Management
Supplier Management ensures that supplier contributions align with the service provider's obligations and that supplier performance supports customer commitments.
A customer submits a formal complaint about repeated billing errors. Which action best aligns with ISO 20000 complaint management requirements?
Answer: Log the complaint, acknowledge receipt, investigate root cause, and communicate resolution to the customer
ISO 20000 requires complaints to be logged, acknowledged, investigated, resolved, and communicated back to the customer in a structured manner.
How does ISO 20000 define the relationship between complaint management and continual service improvement?
Answer: Complaint trends and root causes should feed into continual improvement plans
Trends identified through complaint management should inform continual improvement activities to prevent recurrence and enhance service quality.
What is the purpose of regular service review meetings as part of the business relationship management process in ISO 20000?
Answer: To monitor service performance, address concerns, and strengthen the customer relationship
Regular service review meetings allow the provider and customer to monitor performance, address concerns, and maintain a collaborative relationship.
Under ISO 20000, who is responsible for ensuring that all parties in the supply chain are aware of service requirements?
Answer: The service provider
The service provider is responsible for communicating service requirements to all parties in the supply chain, ensuring alignment with customer commitments.
Which of the following scenarios best illustrates a breakdown in business relationship management under ISO 20000?
Answer: Customer service expectations change but are never formally communicated or documented with the provider
Business relationship management requires that changes in customer expectations are formally captured and documented; failure to do so represents a process breakdown.