ISO 20000 Certification Continuing Service Improvement 5

Question 1

How should improvement initiatives be aligned according to ISO 20000?

Accepted Answer

With the organization's strategic objectives and service requirements

Answer

ISO 20000 requires that improvement activities support the organization's strategy and defined service requirements.

Question 2

Which of the following BEST supports a culture of continual improvement in an ISO 20000-compliant organization?

Accepted Answer

Encouraging open reporting of issues and near-misses without blame

Answer

A blameless reporting culture encourages staff to surface issues early, enabling faster and more effective improvement.

Question 3

In the context of CSI, what does 'closing the loop' mean?

Accepted Answer

Verifying that an improvement achieved its objective and documenting the outcome

Answer

Closing the loop means confirming the improvement met its goal and formally recording what was learned.

Question 4

Which ISO 20000 clause directly governs the requirement for continual improvement?

Accepted Answer

Clause 10 — Improvement

Answer

Clause 10 of ISO 20000 specifically addresses improvement, including continual improvement requirements.

Question 5

A service provider wants to demonstrate continual improvement to an external auditor. Which evidence is MOST compelling?

Accepted Answer

Documented records showing measurable progress against defined improvement targets

Answer

Auditors require documented, measurable evidence of actual progress, not plans or assertions alone.

ISO 20000 Certification Practice Test