ISO 20000 Certification FREE ISO 20000 Relationship and Resolution Processes Questions and Answers 2

Question 1

In ISO 20000, which process is primarily responsible for restoring normal service operation as quickly as possible after an unplanned interruption?

Accepted Answer

Incident management

Answer

Incident management focuses on restoring normal service operation as quickly as possible to minimize business impact.

Question 2

What is the main objective of the business relationship management process under ISO 20000?

Accepted Answer

To establish and maintain a good relationship between the service provider and the customer

Answer

Business relationship management aims to establish and maintain a positive relationship between the service provider and the customer based on understanding their needs.

Question 3

Which activity is a key component of the problem management process in ISO 20000?

Accepted Answer

Root cause analysis of recurring incidents

Answer

Problem management focuses on identifying root causes of recurring incidents to prevent future occurrences.

Question 4

Under ISO 20000, what distinguishes a 'known error' from a 'problem'?

Accepted Answer

A known error has an identified root cause and a documented workaround

Answer

A known error is a problem for which the root cause has been identified and a workaround or permanent fix has been documented.

Question 5

In the context of ISO 20000 supplier management, what must a service provider ensure when using external suppliers?

Accepted Answer

That supplier contracts are aligned with service level agreements made with customers

Answer

The service provider must ensure supplier contracts support and align with the commitments made in customer SLAs.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification FREE ISO 20000 Relationship and Resolution Processes Questions and Answers 2