ISO 20000 Certification FREE ISO 20000 Certification Auditor Questions and Answers 2

Question 1

What is the primary purpose of a Stage 1 audit in an ISO 20000 certification engagement?

Accepted Answer

To review documentation readiness and plan the Stage 2 audit

Answer

The Stage 1 audit evaluates the organization's documentation, readiness, and planning for the more detailed Stage 2 on-site audit.

Question 2

Which audit evidence would best demonstrate that an organization's capacity management process meets ISO 20000-1 requirements?

Accepted Answer

Documented capacity plans with current monitoring data and forecasts

Answer

Capacity plans supported by monitoring data and forecasts provide objective evidence that the process is actively implemented and maintained.

Question 3

During an ISO 20000 audit, an auditor discovers that incident records lack root cause analysis. Which clause is most directly affected?

Accepted Answer

Incident management

Answer

Incident management under ISO 20000-1 requires recording sufficient detail including categorization, prioritization, and resolution information for each incident.

Question 4

What should an ISO 20000 auditor do when an auditee provides conflicting information during interviews?

Accepted Answer

Record the discrepancy and seek corroborating evidence from other sources

Answer

Auditors must verify conflicting statements by gathering additional corroborating evidence before drawing audit conclusions.

Question 5

An organization outsources its service desk to a third party. What must the ISO 20000 auditor verify regarding this arrangement?

Accepted Answer

That the organization has documented controls and accountability for the outsourced process

Answer

ISO 20000-1 requires organizations to retain accountability and define controls for any service management processes that are outsourced.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification FREE ISO 20000 Certification Auditor Questions and Answers 2