ISO 20000 Certification Continuing Service Improvement 2 — Questions and Answers
Question 1: Which metric is MOST useful for tracking the effectiveness of a CSI initiative over time?
- Number of incidents raised
- Trend analysis of key performance indicators (Correct answer)
- Total number of services offered
- Staff headcount in the service desk
Correct answer: Trend analysis of key performance indicators
Trend analysis of KPIs reveals whether improvements are sustained and moving in the right direction over time.
Question 2: In ISO 20000, which document formally records the outcomes of a service review?
- Service level agreement
- Service review record (Correct answer)
- Configuration management database
- Risk register
Correct answer: Service review record
ISO 20000 requires that outcomes of service reviews be documented in a service review record.
Question 3: A CSI initiative is declared complete when:
- A new project has started
- The improvement target has been achieved and results verified (Correct answer)
- The improvement plan has been written
- Senior management approves the budget
Correct answer: The improvement target has been achieved and results verified
An improvement is complete only after the target outcome is achieved and independently verified.
Question 4: Which of the following BEST describes the role of benchmarking in CSI?
- It replaces internal audits
- It provides an external reference point for evaluating performance (Correct answer)
- It is only used during initial certification
- It identifies staff training needs
Correct answer: It provides an external reference point for evaluating performance
Benchmarking compares an organization's performance against external standards or peers to identify improvement gaps.
Question 5: Under ISO 20000, who is responsible for ensuring that improvement opportunities identified in audits are acted upon?
- External auditors
- Top management (Correct answer)
- Service desk agents
- Customers
Correct answer: Top management
Top management bears ultimate accountability for ensuring audit findings lead to corrective and improvement actions.
Question 6: A service provider notices recurring SLA breaches despite recent fixes. Which CSI approach should be applied?
- Close the incidents faster
- Perform root cause analysis and update the improvement plan (Correct answer)
- Renegotiate SLA targets downward
- Reassign service desk staff
Correct answer: Perform root cause analysis and update the improvement plan
Recurring breaches indicate an unresolved underlying cause that root cause analysis and a revised improvement plan can address.
Question 7: Which statement about the 'Plan' phase of the Plan-Do-Check-Act cycle in CSI is CORRECT?
- It focuses on measuring results
- It involves defining objectives and the processes needed to achieve them (Correct answer)
- It implements the improvement actions
- It reviews whether actions were effective
Correct answer: It involves defining objectives and the processes needed to achieve them
The Plan phase establishes objectives, processes, and resources required before any implementation begins.
ISO 20000 Certification Continuing Service Improvement 2
Which metric is MOST useful for tracking the effectiveness of a CSI initiative over time?