ISO 20000 Certification Continuing Service Improvement 3 — Questions and Answers
Question 1: Which of the following is an input to the continual improvement process under ISO 20000?
- Completed service requests
- Results of service reviews and audits (Correct answer)
- Change advisory board minutes only
- Customer invoices
Correct answer: Results of service reviews and audits
Service review and audit results are key inputs that identify gaps and drive the continual improvement process.
Question 2: A service provider wants to prioritize improvement initiatives. Which factor is LEAST relevant?
- Impact on customer satisfaction
- Cost of implementation
- Alignment with business objectives
- Color scheme of the improvement report (Correct answer)
Correct answer: Color scheme of the improvement report
The visual presentation of a report is irrelevant to prioritizing improvements; business impact, cost, and alignment are critical.
Question 3: ISO 20000 requires that the results of continual improvement activities be:
- Kept confidential from customers
- Communicated to relevant interested parties (Correct answer)
- Shared only with auditors
- Stored indefinitely without review
Correct answer: Communicated to relevant interested parties
ISO 20000 mandates communicating improvement results to relevant stakeholders to maintain transparency and trust.
Question 4: Which of these is a characteristic of a well-defined improvement objective under ISO 20000?
- Vague enough to allow flexibility
- Measurable and time-bound (Correct answer)
- Set exclusively by the IT team
- Focused only on cost reduction
Correct answer: Measurable and time-bound
Effective improvement objectives must be measurable and have a defined timeframe to assess success.
Question 5: During the 'Check' phase of PDCA in CSI, the primary activity is:
- Implementing corrective actions
- Monitoring and measuring results against objectives (Correct answer)
- Defining the improvement plan
- Allocating budget for improvements
Correct answer: Monitoring and measuring results against objectives
The Check phase compares actual results with planned objectives to determine if the improvement worked.
Question 6: Which tool is commonly used in CSI to visually identify the root cause of a recurring problem?
- Gantt chart
- Fishbone (Ishikawa) diagram (Correct answer)
- RACI matrix
- Network topology map
Correct answer: Fishbone (Ishikawa) diagram
A fishbone diagram maps cause-and-effect relationships to trace recurring problems back to their root causes.
Question 7: What should happen when a CSI initiative fails to achieve its target?
- The initiative is closed and forgotten
- The initiative is reviewed, root causes identified, and a revised plan created (Correct answer)
- The target is automatically lowered
- External consultants must take over
Correct answer: The initiative is reviewed, root causes identified, and a revised plan created
A failed initiative triggers a review to understand why it failed, informing a revised and more effective improvement plan.
ISO 20000 Certification Continuing Service Improvement 3
Which of the following is an input to the continual improvement process under ISO 20000?