ISO 20000 Certification Relationship and Resolution Processes 2 — Questions and Answers
Question 1: Under ISO 20000-1, which document formally defines the agreed services between the service provider and the customer?
- Operational Level Agreement
- Service Level Agreement (Correct answer)
- Underpinning Contract
- Service Catalog
Correct answer: Service Level Agreement
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?
- Problem Management
- Complaint Management
- Service Level Management (Correct answer)
- Continual Improvement
Correct answer: Service Level Management
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?
- To penalize staff for service failures
- To provide customers a formal channel to express dissatisfaction and receive resolution (Correct answer)
- To replace the incident management process
- To renegotiate SLAs automatically
Correct answer: To provide customers a formal channel to express dissatisfaction and receive resolution
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?
- An internal team that supports the service desk
- A third party that provides goods or services used by the service provider to deliver services (Correct answer)
- The customer's IT department
- Any organization that purchases services from the provider
Correct answer: A third party that provides goods or services used by the service provider to deliver services
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?
- Closing it immediately and logging a new incident
- Escalating it through a defined escalation path within the complaint process (Correct answer)
- Transferring it to problem management without further tracking
- Notifying regulators directly
Correct answer: Escalating it through a defined escalation path within the complaint process
ISO 20000 requires complaints that cannot be resolved at first contact to be escalated through defined escalation paths while maintaining tracking and communication.
Question 6: What should a service provider do when a supplier consistently fails to meet agreed performance targets?
- Immediately terminate the supplier contract without review
- Ignore it if the customer is not yet impacted
- Review the supplier's performance and take corrective action as per the supplier management process (Correct answer)
- Reroute all supplier work to internal teams without documentation
Correct answer: Review the supplier's performance and take corrective action as per the supplier management process
The supplier management process requires the service provider to monitor supplier performance and initiate corrective actions when targets are not met.
Question 7: Which metric is most relevant for measuring the effectiveness of the complaint management process?
- Number of changes deployed per month
- Percentage of complaints resolved within agreed timeframes (Correct answer)
- Average cost per incident
- Number of new customers onboarded
Correct answer: Percentage of complaints resolved within agreed timeframes
Measuring the percentage of complaints resolved within agreed timeframes directly reflects the effectiveness of the complaint management process.
