ISO 20000 Certification Continuing Service Improvement 2

Question 1

Which metric is MOST useful for tracking the effectiveness of a CSI initiative over time?

Accepted Answer

Trend analysis of key performance indicators

Answer

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?

Accepted Answer

Service review record

Answer

ISO 20000 requires that outcomes of service reviews be documented in a service review record.

Question 3

A CSI initiative is declared complete when:

Accepted Answer

The improvement target has been achieved and results verified

Answer

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?

Accepted Answer

It provides an external reference point for evaluating performance

Answer

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?

Accepted Answer

Top management

Answer

Top management bears ultimate accountability for ensuring audit findings lead to corrective and improvement actions.

ISO 20000 Certification Practice Test