ISO 20000 Certification Auditor 2

Question 1

During an ISO 20000-1 audit, an auditor discovers that the organization's service catalog is maintained but has not been reviewed in 18 months. What is the most appropriate audit finding?

Accepted Answer

Minor nonconformity — the organization has not fulfilled a specific requirement

Answer

ISO 20000-1 requires the service catalog to be maintained and kept up to date, so failure to review it within a reasonable period constitutes a minor nonconformity.

Question 2

Which audit technique is most effective for verifying that change management records are complete and accurate in an ISO 20000 context?

Accepted Answer

Sampling and reviewing actual change records against defined criteria

Answer

Record sampling provides objective evidence that change records meet defined content and approval criteria, satisfying the auditor's need for factual evidence.

Question 3

An ISO 20000 auditor finds that the organization's continual improvement register lists twelve items but none have been implemented in the past year. What should the auditor conclude?

Accepted Answer

Minor nonconformity, because the standard requires improvements to be actioned, not just recorded

Answer

ISO 20000-1 requires the organization to implement and evaluate improvement activities, not merely document them, making inaction a minor nonconformity.

Question 4

What is the primary purpose of an audit trail in ISO 20000 internal audits?

Accepted Answer

To provide a record linking audit evidence to findings and conclusions

Answer

An audit trail ensures that each finding can be traced back to the specific evidence on which it is based, supporting transparency and reproducibility.

Question 5

When an ISO 20000 auditor identifies a potential conflict of interest, what is the required course of action?

Accepted Answer

Disclose the conflict and withdraw from auditing that area

Answer

Auditor independence is a foundational principle; disclosing and recusing oneself from the conflicted area preserves audit integrity.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Auditor 2