ISO 20000 Certification IT Service Management 4 — Questions and Answers
Question 1: Under ISO 20000-1:2018, which clause requires organizations to determine the 'interested parties' relevant to the SMS?
- Clause 6 – Planning
- Clause 4 – Context of the Organization (Correct answer)
- Clause 8 – Operation
- Clause 5 – Leadership
Correct answer: Clause 4 – Context of the Organization
Clause 4.2 specifically requires identifying interested parties and their relevant requirements to ensure the SMS meets all stakeholder needs.
Question 2: A workaround is documented for a known error. In ISO 20000 terminology, a 'known error' is:
- An incident that has been escalated to a problem
- A problem with an identified root cause and documented workaround (Correct answer)
- A failed change that caused a service outage
- An unresolved service request older than 30 days
Correct answer: A problem with an identified root cause and documented workaround
A known error is a problem for which the root cause has been identified and a workaround (or permanent fix) is documented.
Question 3: ISO 20000 Service Continuity Management aims to ensure that:
- All incidents are resolved within SLA targets
- Agreed services can be maintained following a major disruption (Correct answer)
- Supplier contracts are renewed on schedule
- New services are deployed without downtime
Correct answer: Agreed services can be maintained following a major disruption
Service Continuity Management ensures that agreed service levels can be maintained or rapidly restored after a major disruptive event.
Question 4: Which ISO 20000 process is responsible for negotiating and agreeing on services to be delivered to customers?
- Incident Management
- Business Relationship Management
- Service Level Management (Correct answer)
- Demand Management
Correct answer: Service Level Management
Service Level Management negotiates, documents, and manages agreements on service levels with customers.
Question 5: Under ISO 20000, a 'nonconformity' discovered during an internal audit must be followed by:
- Immediate suspension of the affected service
- Corrective action to eliminate the cause and prevent recurrence (Correct answer)
- Notification to the certification body within 24 hours
- Revision of the SMS scope statement
Correct answer: Corrective action to eliminate the cause and prevent recurrence
ISO 20000-1:2018 Clause 10.1 requires that nonconformities trigger corrective action to remove the cause and prevent recurrence.
Question 6: The ISO 20000-1:2018 standard uses the Plan-Do-Check-Act (PDCA) cycle as its overall improvement framework. Which clause primarily maps to the 'Check' phase?
- Clause 6 – Planning
- Clause 8 – Operation
- Clause 9 – Performance Evaluation (Correct answer)
- Clause 10 – Improvement
Correct answer: Clause 9 – Performance Evaluation
Clause 9 (Performance Evaluation) covers monitoring, measurement, analysis, and internal audits — the 'Check' phase of PDCA.
Question 7: Which of the following best describes the role of the 'service catalog' in ISO 20000?
- A log of all open incidents and their statuses
- A documented list of all services offered by the provider with agreed attributes (Correct answer)
- A register of all configuration items in the CMDB
- A record of all supplier contracts and their renewal dates
Correct answer: A documented list of all services offered by the provider with agreed attributes
The service catalog is a customer-facing document listing all available services, their descriptions, and agreed attributes such as hours of operation.
ISO 20000 Certification IT Service Management 4
Under ISO 20000-1:2018, which clause requires organizations to determine the 'interested parties' relevant to the SMS?