ISO 20000 Certification Continuing Service Improvement 4 — Questions and Answers
Question 1: How does ISO 20000 link continual improvement to the overall SMS?
- Improvement is optional for certified organizations
- Improvement is embedded as a core requirement that applies to all SMS processes (Correct answer)
- Improvement applies only to customer-facing services
- Improvement is handled separately from the SMS
Correct answer: Improvement is embedded as a core requirement that applies to all SMS processes
ISO 20000 embeds continual improvement as a mandatory requirement across all processes within the SMS.
Question 2: A service provider uses customer satisfaction surveys as part of CSI. What is the PRIMARY purpose?
- To justify service price increases
- To identify areas where service quality can be improved (Correct answer)
- To compare staff performance
- To fulfil a legal obligation
Correct answer: To identify areas where service quality can be improved
Customer satisfaction surveys directly reveal the customer's experience and highlight areas requiring service quality improvement.
Question 3: Which of the following BEST describes a CSI register?
- A log of all customer complaints
- A structured record of improvement opportunities, priorities, and status (Correct answer)
- A database of configuration items
- A financial ledger for IT projects
Correct answer: A structured record of improvement opportunities, priorities, and status
A CSI register captures identified improvement opportunities along with their priority, owner, and current status.
Question 4: In ISO 20000, which of the following would trigger a formal continual improvement activity?
- A service performing within agreed targets
- A pattern of non-conformities identified in internal audits (Correct answer)
- Routine daily incident closure
- A staff member requesting a pay raise
Correct answer: A pattern of non-conformities identified in internal audits
Recurring non-conformities from audits signal systemic weaknesses that require formal improvement action.
Question 5: Which statement CORRECTLY describes the relationship between CSI and risk management in ISO 20000?
- CSI and risk management operate completely independently
- CSI activities can reduce risks by addressing identified weaknesses (Correct answer)
- Risk management replaces the need for CSI
- CSI only applies after a risk has materialized
Correct answer: CSI activities can reduce risks by addressing identified weaknesses
By addressing weaknesses and gaps, CSI proactively reduces service risks before they escalate into incidents.
Question 6: A service provider's improvement plan should be reviewed at minimum:
- Every five years
- At planned intervals or when significant changes occur (Correct answer)
- Only when a new certification cycle begins
- Whenever a customer complains
Correct answer: At planned intervals or when significant changes occur
ISO 20000 requires improvement plans to be reviewed at planned intervals or when significant changes make a review necessary.
Question 7: Which of the following is NOT typically an output of the continual improvement process?
- Updated service improvement plans
- Lessons learned documentation
- New customer contracts (Correct answer)
- Revised policies and procedures
Correct answer: New customer contracts
Customer contracts are a commercial output, not a direct output of the continual improvement process.
ISO 20000 Certification Continuing Service Improvement 4
How does ISO 20000 link continual improvement to the overall SMS?