ISO 20000 Certification Relationship and Resolution Processes 2

Question 1

Under ISO 20000-1, which document formally defines the agreed services between the service provider and the customer?

Accepted Answer

Service Level Agreement

Answer

The Service Level Agreement (SLA) is the formal document that defines agreed services, targets, and responsibilities between the service provider and customer.

Question 2

A service provider notices recurring complaints about slow incident resolution from one customer. Which ISO 20000 process is primarily responsible for addressing this systemic issue?

Accepted Answer

Service Level Management

Answer

Service Level Management is responsible for monitoring and reviewing SLA performance and addressing recurring gaps between agreed and actual service levels.

Question 3

In ISO 20000, what is the primary purpose of the complaint management process?

Accepted Answer

To provide customers a formal channel to express dissatisfaction and receive resolution

Answer

Complaint management provides a formal mechanism for customers to express dissatisfaction and ensures those complaints are addressed and resolved.

Question 4

Which of the following best describes a 'supplier' in the context of ISO 20000 relationship processes?

Accepted Answer

A third party that provides goods or services used by the service provider to deliver services

Answer

A supplier is a third party that provides goods or services that contribute to the service provider's ability to deliver services to the customer.

Question 5

How does ISO 20000 recommend handling a complaint that cannot be resolved at the first point of contact?

Accepted Answer

Escalating it through a defined escalation path within the complaint process

Answer

ISO 20000 requires complaints that cannot be resolved at first contact to be escalated through defined escalation paths while maintaining tracking and communication.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Relationship and Resolution Processes 2