ISO 20000 Certification IT Service Management 2 — Questions and Answers
Question 1: Under ISO 20000-1:2018, which clause governs the planning of the service management system (SMS)?
- Clause 4 – Context of the Organization
- Clause 6 – Planning (Correct answer)
- Clause 8 – Operation
- Clause 9 – Performance Evaluation
Correct answer: Clause 6 – Planning
Clause 6 of ISO 20000-1:2018 covers planning, including actions to address risks and opportunities and setting service management objectives.
Question 2: Which process ensures that all IT assets and configuration items (CIs) are accurately recorded in ISO 20000?
- Change Management
- Release and Deployment Management
- Configuration Management (Correct answer)
- Asset Lifecycle Management
Correct answer: Configuration Management
Configuration Management maintains an accurate configuration management database (CMDB) of all CIs and their relationships.
Question 3: A service provider receives a request for a new software license for an existing user. Under ISO 20000, this is best handled through:
- Incident Management
- Problem Management
- Service Request Management (Correct answer)
- Change Management
Correct answer: Service Request Management
Standard, pre-approved requests such as software licenses are handled through Service Request Management.
Question 4: What is the primary purpose of a Service Level Agreement (SLA) in ISO 20000?
- To document internal operational procedures
- To define agreed service levels between provider and customer (Correct answer)
- To outline the supplier's financial obligations
- To record all configuration items in the organization
Correct answer: To define agreed service levels between provider and customer
An SLA formally documents the agreed service levels, targets, and responsibilities between the service provider and the customer.
Question 5: Which ISO 20000-1:2018 clause requires organizations to determine internal and external issues relevant to the SMS?
- Clause 5 – Leadership
- Clause 4 – Context of the Organization (Correct answer)
- Clause 7 – Support
- Clause 10 – Improvement
Correct answer: Clause 4 – Context of the Organization
Clause 4 requires organizations to understand their context, including internal and external factors that affect the SMS.
Question 6: In ISO 20000, 'continual improvement' of the SMS is primarily driven by outputs from:
- Supplier audits and contract reviews
- Internal audits, management reviews, and nonconformity analysis (Correct answer)
- Customer satisfaction surveys only
- Incident and problem logs exclusively
Correct answer: Internal audits, management reviews, and nonconformity analysis
Continual improvement is driven by data from internal audits, management reviews, nonconformities, and performance monitoring.
Question 7: Under ISO 20000, who holds ultimate accountability for the establishment and maintenance of the SMS?
- The IT Service Manager
- Top management (Correct answer)
- The Configuration Manager
- The internal audit team
Correct answer: Top management
ISO 20000-1:2018 Clause 5 (Leadership) places ultimate accountability for the SMS on top management.
ISO 20000 Certification IT Service Management 2
Under ISO 20000-1:2018, which clause governs the planning of the service management system (SMS)?