ISO 20000 Certification IT Service Management 4

Question 1

Under ISO 20000-1:2018, which clause requires organizations to determine the 'interested parties' relevant to the SMS?

Accepted Answer

Clause 4 – Context of the Organization

Answer

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:

Accepted Answer

A problem with an identified root cause and documented workaround

Answer

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:

Accepted Answer

Agreed services can be maintained following a major disruption

Answer

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?

Accepted Answer

Service Level Management

Answer

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:

Accepted Answer

Corrective action to eliminate the cause and prevent recurrence

Answer

ISO 20000-1:2018 Clause 10.1 requires that nonconformities trigger corrective action to remove the cause and prevent recurrence.

ISO 20000 Certification Practice Test