ISO 20000 Certification Auditor 3

Question 1

Which of the following best describes a 'stage 1' audit in ISO 20000 certification?

Accepted Answer

A readiness review to assess the organization's documentation and preparedness for stage 2

Answer

Stage 1 is a desk-based or on-site readiness review that evaluates documentation and confirms the organization is prepared for the full stage 2 audit.

Question 2

An auditor reviews an SLA and finds it lacks a defined review frequency. Under ISO 20000-1, what finding is appropriate?

Accepted Answer

Minor nonconformity — the standard requires service agreements to include review arrangements

Answer

ISO 20000-1 requires service agreements to include review arrangements, so omitting a review frequency is a minor nonconformity against that specific requirement.

Question 3

What distinguishes a 'major nonconformity' from a 'minor nonconformity' in ISO 20000 auditing?

Accepted Answer

A major nonconformity represents failure of a key SMS element or systematic breakdown; a minor is an isolated lapse

Answer

A major nonconformity signals a systemic failure that threatens the integrity of the SMS, whereas a minor is a contained lapse against a specific requirement.

Question 4

When auditing supplier management under ISO 20000-1, which evidence is most relevant to verify that supplier performance is being managed?

Accepted Answer

Supplier performance review records and KPI trend data

Answer

Performance review records and KPI trends provide objective evidence that the organization is actively monitoring and managing supplier performance as required.

Question 5

An auditor notices that problem records are being raised but root-cause analysis is never documented. Which ISO 20000-1 requirement is most likely breached?

Accepted Answer

Clause 8.7 — Problem management

Answer

ISO 20000-1 Clause 8.7 requires root-cause analysis to be conducted and documented as part of problem management.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Auditor 3