Free ISO 20000 Certification Auditor Questions and Answers — Questions and Answers

Question 1: "A certification audit has discovered that security risk assessments are not being carried out within the stipulated timeframes. <br> She has indicated that this does not comply with ISO/IEC 20000-1 standard.<br> What justifies this deviation from the norm?"

Security risk assessments should be performed as agreed
Security risk assessments are not addressed in the ISO/IEC 20000
Security risk assessments shall be performed at least annually
Security risk assessments shall be performed at planned intervals (Correct answer)

Correct answer: Security risk assessments shall be performed at planned intervals

ISO/IEC 20000-1, the international standard for Service Management Systems, requires that security risk assessments shall be performed at *planned intervals*. This means the organization must define and adhere to a specific schedule for these assessments. Failure to carry out assessments within these stipulated, planned timeframes constitutes a deviation from the standard, regardless of whether they are performed 'as agreed' or 'at least annually' if those aren't the established intervals.

Question 2: Which deviation is the biggest?

The names of the interviewed employees were not registered in the audit plan
The organization being audited does not carry out internal audits (Correct answer)
The evaluation of quality capability is lacking for one supplier.For the major of suppliers this evaluation is on hand
There are only limited test plans although acceptance testing is carried out for new services

Correct answer: The organization being audited does not carry out internal audits

Internal audits are a foundational requirement for maintaining any management system, including ISO 20000. They are essential for an organization to proactively identify non-conformities, ensure continuous improvement, and demonstrate commitment to its Service Management System (SMS). The complete absence of internal audits signifies a major systemic failure and a severe deviation from the standard's requirements, making it the biggest non-conformance.

Question 3: What may not always be found in an audit report?

The statements made by the individuals assigned (Correct answer)
The audit objective
The name of the audit client
The name of the audit client

Correct answer: The statements made by the individuals assigned

An audit report typically provides a summary of findings, conclusions, and recommendations, along with key details like the audit objective and scope. While auditor observations are based on evidence gathered, including statements from individuals, the verbatim or detailed statements of every person interviewed are usually synthesized and presented as objective findings rather than being included directly in the formal report. The report focuses on the evidence and its implications, not raw interview transcripts.

Question 4: The Service Management System (SMS) Certification aims directly at a particular result.<br> What is the desired result?

Identifying non-conformances within the organization
Reducing the cost of the SMS while maintaining
Furnishing evidence of an effective qualty management system by an independent third party (Correct answer)
Obtaining evidence of qualified personnel by an Independent third party

Correct answer: Furnishing evidence of an effective qualty management system by an independent third party

The primary purpose of ISO 20000 certification for a Service Management System (SMS) is to obtain independent, third-party validation. This certification provides external assurance that an organization's SMS meets the international standard, demonstrating its effectiveness in delivering quality IT services. It serves as credible evidence to customers and stakeholders that the organization adheres to best practices in service management.

Question 5: What does an ISO 20000 Auditor do?

To assess and verify whether an organization conforms to the ISO 20000 standards. (Correct answer)
To provide consultation on ISO 20000 implementation.
To train organizations on ISO 20000 standards.
To develop and implement ISO 20000 standards.

Correct answer: To assess and verify whether an organization conforms to the ISO 20000 standards.

An ISO 20000 auditor's core responsibility is to conduct an independent and systematic examination of an organization's Service Management System (SMS). Their role involves assessing processes, documentation, and practices against the specific requirements outlined in the ISO 20000 standard. This assessment verifies whether the organization is compliant and effectively managing its IT services according to the international benchmark.

Question 6: What is ISO 20000 Auditor's main area of focus?

Assessing IT service management systems. (Correct answer)
Assessing human resource management systems.
Assessing marketing strategies.
Assessing financial management systems.

Correct answer: Assessing IT service management systems.

ISO 20000 is the international standard specifically dedicated to IT Service Management (ITSM). Consequently, an ISO 20000 auditor's main area of expertise and focus is exclusively on evaluating an organization's ITSM processes and systems. They ensure that these systems are effectively designed, implemented, and operated to deliver high-quality IT services, aligning with the standard's specific requirements.

Question 7: What ISO standard does an ISO 20000 Auditor evaluate compliance with?

ISO 27001.
ISO 14001.
ISO 9001.
ISO 20000. (Correct answer)

Correct answer: ISO 20000.

An ISO 20000 auditor is a specialist trained to evaluate an organization's compliance with the ISO 20000 series of standards. These standards specifically address IT Service Management (ITSM). Therefore, their audits are conducted against the requirements and guidelines set forth in the ISO 20000 standard to ensure effective and high-quality IT service delivery.

Question 8: Why is it crucial for businesses to follow ISO 20000 guidelines?

To increase the profit margin.
To demonstrate their commitment to effective IT service management. (Correct answer)
To reduce operating costs.
To comply with legal requirements.

Correct answer: To demonstrate their commitment to effective IT service management.

Following ISO 20000 guidelines and achieving certification allows businesses to formally demonstrate their unwavering commitment to effective and high-quality IT service management. It provides a globally recognized benchmark that assures customers, partners, and stakeholders of consistent service delivery, operational efficiency, and a dedication to continuous improvement. This commitment builds trust and enhances the organization's reputation.

Question 9: What aspects of IT service management does the ISO 20000 Auditor evaluate?

The implementation of network security measures.
The procurement of IT equipment.
The design, transition, delivery, and improvement of IT services. (Correct answer)
The development of software applications.

Correct answer: The design, transition, delivery, and improvement of IT services.

The ISO 20000 standard encompasses the entire lifecycle of IT services. An ISO 20000 auditor therefore evaluates all critical phases, including how services are designed and planned, transitioned into live operation, delivered on an ongoing basis, and continually improved. This comprehensive assessment ensures that the organization's Service Management System (SMS) effectively supports every stage of service provision.

Question 10: What is the goal of an audit by an ISO 20000 auditor?

To investigate security breaches in IT systems.
To identify non-conformities and potential improvements within an organization's IT service management system. (Correct answer)
To reward organizations that adhere to ISO 20000 standards.
To establish cost-saving measures for an organization.

Correct answer: To identify non-conformities and potential improvements within an organization's IT service management system.

The primary goal of an audit by an ISO 20000 auditor is to systematically evaluate an organization's IT Service Management System (SMS) against the standard's requirements. This process aims to identify any areas where the system does not conform (non-conformities) and to highlight opportunities for enhancing its effectiveness and efficiency. It serves as a mechanism for both validation and continuous improvement.

Question 11: What possible advantages can there be to having ISO 20000 compliance certification?

Tax incentives for the organization.
Increased employee satisfaction.
Enhanced reputation and competitive advantage. (Correct answer)
Higher stock market valuation.

Correct answer: Enhanced reputation and competitive advantage.

ISO 20000 compliance certification provides independent, third-party validation of an organization's commitment to high-quality IT service management. This significantly enhances its reputation, building trust with customers and partners who value reliable service delivery. It also offers a distinct competitive advantage by differentiating the organization from others that may not have such a recognized standard for their IT services.

Question 12: Who is eligible to apply for ISO 20000 compliance certification?

Any organization that implements IT service management. (Correct answer)
Only government organizations.
Only organizations with a certain number of employees.
Only large multinational corporations.

Correct answer: Any organization that implements IT service management.

ISO 20000 is a generic standard applicable to any organization, regardless of its size, type, or industry, that provides IT services. The key criterion for eligibility is that the organization has an IT Service Management System (SMS) in place that it wishes to have certified against the standard. It is not restricted by factors such as size, sector, or governmental status.

Question 13: Which of the following is NOT one of the subject areas covered by ISO 20000 standards?

Resolution processes.
Service delivery.
Financial management. (Correct answer)
Relationship management.

Correct answer: Financial management.

ISO 20000 focuses specifically on IT Service Management processes, including service delivery, resolution processes (like incident and problem management), and relationship management. While the standard includes 'Budgeting and Accounting for Services' as a specific service delivery process, the broader concept of general 'Financial management' for the entire organization (e.g., corporate finance, investment strategies) is not a direct subject area covered by the ISO 20000 standard itself.

Question 14: How frequently does ISO 20000 compliance require certification?

Every three years. (Correct answer)
Every year.
Every five years.
Every five years.

Correct answer: Every three years.

ISO 20000 certification is typically valid for a period of three years. During this three-year cycle, surveillance audits are conducted annually to ensure ongoing compliance and continuous improvement of the Service Management System. At the end of the three years, a comprehensive re-certification audit is required to renew the certificate and maintain compliance.

Question 15: What does an ISO 20000 Auditor look at while designing IT services?

The organizational structure of IT department.
The efficiency of deployed IT hardware.
The budget allocated to IT services.
The compatibility and feasibility of proposed IT services. (Correct answer)

Correct answer: The compatibility and feasibility of proposed IT services.

When auditing the design phase of IT services, an ISO 20000 auditor assesses whether the proposed services are compatible with existing infrastructure and processes. They also evaluate the technical and operational feasibility of these services. This ensures that new or changed services can be effectively delivered and integrated without negatively impacting current operations or overall service quality.

Question 16: What facets of IT service provision does the ISO 20000 Auditor assess?

The meeting of defined service level agreements (SLAs). (Correct answer)
The management of IT project portfolios.
The selection process of IT vendors.
The training program for IT employees.

Correct answer: The meeting of defined service level agreements (SLAs).

A critical facet of IT service provision, as defined by ISO 20000, is the consistent meeting of agreed-upon service levels. An auditor will examine processes and evidence to determine if the organization is effectively monitoring, reporting, and achieving the targets set in its Service Level Agreements (SLAs). This demonstrates the organization's capability to deliver services as promised to its customers.

Free ISO 20000 Certification Auditor Questions and Answers

"A certification audit has discovered that security risk assessments are not being carried out within the stipulated timeframes.
She has indicated that this does not comply with ISO/IEC 20000-1 standard.
What justifies this deviation from the norm?"

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