ISO 20000 Certification Continuing Service Improvement 4

Question 1

How does ISO 20000 link continual improvement to the overall SMS?

Accepted Answer

Improvement is embedded as a core requirement that applies to all SMS processes

Answer

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?

Accepted Answer

To identify areas where service quality can be improved

Answer

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?

Accepted Answer

A structured record of improvement opportunities, priorities, and status

Answer

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?

Accepted Answer

A pattern of non-conformities identified in internal audits

Answer

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?

Accepted Answer

CSI activities can reduce risks by addressing identified weaknesses

Answer

By addressing weaknesses and gaps, CSI proactively reduces service risks before they escalate into incidents.

ISO 20000 Certification Practice Test