ISO 20000 Certification IT Service Management 5 — Questions and Answers
Question 1: In ISO 20000, which process is specifically responsible for controlling the financial aspects of IT service delivery, including budgeting and charging?
- Service Level Management
- Supplier Management
- Service Financial Management (Correct answer)
- Capacity Management
Correct answer: Service Financial Management
Service Financial Management covers budgeting, accounting, and charging for IT services within the ISO 20000 framework.
Question 2: When an organization integrates ISO 20000 with ISO 27001, which area of the SMS is most directly strengthened?
- Service continuity and information security controls (Correct answer)
- Supplier contract renewal processes
- Configuration item discovery automation
- Service request fulfillment speed
Correct answer: Service continuity and information security controls
Integrating ISO 27001 with ISO 20000 directly strengthens information security controls within the SMS, particularly service continuity planning.
Question 3: Under ISO 20000, which type of audit is conducted by the certification body to verify initial compliance?
- Internal audit
- Surveillance audit
- First-party audit
- Stage 2 certification audit (Correct answer)
Correct answer: Stage 2 certification audit
The Stage 2 audit is the full on-site certification audit conducted by the external certification body to verify conformance with ISO 20000-1.
Question 4: A service provider must prioritize and route incoming contacts from users. Under ISO 20000, this is the primary function of:
- Problem Management
- The Service Desk (Correct answer)
- Change Management
- Release Management
Correct answer: The Service Desk
The Service Desk is the single point of contact for users and is responsible for logging, prioritizing, and routing incidents and requests.
Question 5: Which of the following is NOT a required output of Incident Management under ISO 20000?
- Incident records
- Updated known error database
- Resolved incidents within agreed timescales
- Root cause analysis report for all incidents (Correct answer)
Correct answer: Root cause analysis report for all incidents
Root cause analysis is the responsibility of Problem Management, not Incident Management, which focuses on restoring service quickly.
Question 6: ISO 20000-1:2018 requires that competence of personnel performing roles in the SMS be ensured. Which clause covers this requirement?
- Clause 5 – Leadership
- Clause 7 – Support (Correct answer)
- Clause 8 – Operation
- Clause 9 – Performance Evaluation
Correct answer: Clause 7 – Support
Clause 7.2 (Competence) requires organizations to determine necessary competencies, ensure personnel are competent, and retain documented evidence.
Question 7: An organization's SMS scope covers only its help desk operations. During a surveillance audit, the auditor finds that the network team — excluded from scope — is causing SLA breaches. What should the organization do?
- Remove the SLA targets from the service catalog
- Expand the SMS scope to include the network team or implement supplier/dependency controls (Correct answer)
- Raise a problem record against the network team
- Request a scope waiver from the certification body
Correct answer: Expand the SMS scope to include the network team or implement supplier/dependency controls
When out-of-scope teams materially affect SMS performance, the organization must expand the scope or apply formal controls over that dependency.
ISO 20000 Certification IT Service Management 5
In ISO 20000, which process is specifically responsible for controlling the financial aspects of IT service delivery, including budgeting and charging?