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
Under ISO 20000, what is the role of the service provider when a customer relationship is transferred to a new provider?
Answer: The outgoing provider must support an orderly transition and share relevant information as agreed
ISO 20000 requires the service provider to support an orderly transition, including sharing documentation and knowledge with the incoming provider as agreed.
A customer escalates a complaint after being dissatisfied with the initial resolution. According to ISO 20000, what should the complaint management process ensure?
Answer: There is a defined escalation path and the customer is kept informed throughout
ISO 20000 requires a defined escalation path for unresolved complaints and ongoing communication with the customer throughout the escalation process.
In ISO 20000, how often should supplier performance be formally reviewed?
Answer: At planned intervals as defined in the supplier management process
ISO 20000 requires supplier performance to be reviewed at planned intervals defined within the supplier management process, not just reactively.
Which of the following best represents the output of the complaint management process in ISO 20000?
Answer: Resolved complaints, trend reports, and improvement recommendations
Outputs of complaint management include resolved complaints, trend analysis, and recommendations that feed into continual improvement activities.
What is the primary risk of failing to maintain a formal supplier register in ISO 20000?
Answer: Loss of visibility into supply chain dependencies, making it difficult to manage risk and performance
Without a formal supplier register, the service provider loses visibility into supply chain dependencies, making risk management and performance oversight difficult.
How does ISO 20000 recommend measuring customer satisfaction as part of business relationship management?
Answer: Through planned mechanisms such as surveys, interviews, or structured feedback sessions
ISO 20000 recommends using planned mechanisms such as surveys, interviews, and feedback sessions to systematically measure and monitor customer satisfaction.
A service provider receives a complaint that overlaps with an ongoing incident investigation. Which approach aligns with ISO 20000 best practice?
Answer: Manage the complaint and incident through their respective processes while coordinating information sharing
ISO 20000 best practice requires managing complaints and incidents through their respective processes while coordinating to share relevant information between them.