ISO 20000 Certification Continuing Service Improvement 3

Question 1

Which of the following is an input to the continual improvement process under ISO 20000?

Accepted Answer

Results of service reviews and audits

Answer

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?

Accepted Answer

Color scheme of the improvement report

Answer

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:

Accepted Answer

Communicated to relevant interested parties

Answer

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?

Accepted Answer

Measurable and time-bound

Answer

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:

Accepted Answer

Monitoring and measuring results against objectives

Answer

The Check phase compares actual results with planned objectives to determine if the improvement worked.

ISO 20000 Certification Practice Test