ISO 20000 Certification Auditor 4

Question 1

When determining audit sample size for an ISO 20000 audit, which factor is most important?

Accepted Answer

The risk level, volume of activity, and previous audit findings in the area

Answer

Risk-based sampling ensures higher-risk or higher-volume areas receive proportionally more scrutiny, making the sample both efficient and representative.

Question 2

An organization claims conformity to ISO 20000-1 for a specific service but excludes capacity management from scope. What should the auditor determine?

Accepted Answer

Exclusions are only valid if the excluded process has no impact on service delivery conformity

Answer

ISO 20000-1 permits exclusions only when the excluded requirement does not affect the ability to deliver conforming services; the auditor must verify this justification.

Question 3

Which of the following best describes the role of 'audit criteria' in an ISO 20000 audit?

Accepted Answer

The set of policies, procedures, and requirements against which audit evidence is compared

Answer

Audit criteria are the reference standards, policies, and requirements used as the benchmark for evaluating collected evidence.

Question 4

During a closing meeting, the auditee disputes a minor nonconformity finding. What is the auditor's appropriate response?

Accepted Answer

Listen to the auditee's evidence; revise the finding if new evidence supports it, otherwise maintain it

Answer

Auditors must remain objective — new factual evidence may warrant revision, but findings should not be changed due to pressure alone.

Question 5

What is the key output of an ISO 20000 stage 2 certification audit?

Accepted Answer

An audit report detailing conformity findings, nonconformities, and a certification recommendation

Answer

The stage 2 audit report documents the evidence reviewed, findings, any nonconformities, and the auditor's recommendation regarding certification.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Auditor 4