ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement Questions and Answers 2

Question 1

Which clause of ISO/IEC 20000-1 specifically addresses the requirements for monitoring, measurement, analysis, and evaluation of the SMS?

Accepted Answer

Clause 9.1

Answer

Clause 9.1 of ISO/IEC 20000-1 defines requirements for monitoring, measurement, analysis, and evaluation to determine SMS effectiveness.

Question 2

What is the primary purpose of conducting management reviews as required by ISO 20000?

Accepted Answer

To ensure the continuing suitability, adequacy, and effectiveness of the SMS

Answer

Management reviews ensure the SMS remains suitable, adequate, and effective in achieving its intended outcomes.

Question 3

During an internal audit of an ISO 20000-compliant SMS, which finding would represent a nonconformity?

Accepted Answer

No documented procedure exists for handling major incidents

Answer

The absence of a documented procedure for major incident handling violates ISO 20000 requirements for incident management.

Question 4

An organization notices a recurring SLA breach in its monthly performance reports. According to ISO 20000 improvement requirements, what should be the FIRST step?

Accepted Answer

Record the nonconformity and determine its root cause

Answer

ISO 20000 requires organizations to first record nonconformities and investigate root causes before taking corrective action.

Question 5

Which of the following is a required output of the management review process under ISO 20000?

Accepted Answer

Decisions and actions related to opportunities for improvement

Answer

Management review outputs must include decisions on improvement opportunities, resource needs, and any changes to the SMS.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Performance Evaluation and Improvement Questions and Answers 2