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ISO 20000 Foundation study materials
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ISO 20000 Foundation practice questions

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Question 1Service management system general requirements

Within an ISO/IEC 20000-1 service management system, what is the primary role of top management?

  1. Auditing supplier contracts personally
  2. Performing daily incident resolution tasks
  3. Providing leadership and commitment to the SMS Correct answer.
  4. Delegating all SMS responsibilities to an external provider

Explanation

The standard places leadership and commitment obligations on top management, including establishing policy and integrating SMS requirements into the organization's business processes. Top management must ensure resources and accountability exist, rather than outsourcing overall accountability.

Question 2Service management system general requirements

An organization is defining the scope of its service management system. Which statement best reflects what the scope statement must contain?

  1. The services provided and the boundaries of the SMS Correct answer.
  2. The financial budget allocated to service management
  3. Only the names of the IT tools used to deliver services
  4. A list of every employee in the organization

Explanation

ISO/IEC 20000-1 requires the scope to identify the services provided and the organizational and physical boundaries within which the SMS applies. This lets interested parties understand what is covered and what is excluded.

Question 3Service management system general requirements

What is the purpose of establishing a service management policy within the SMS?

  1. To record the technical configuration of each server
  2. To provide a framework of intent and direction for service management objectives Correct answer.
  3. To replace the need for documented procedures
  4. To list customer complaints received in the past year

Explanation

A service management policy expresses top management's intent and direction and provides the framework within which service management objectives are set. It is a governing statement, not a substitute for operational procedures or records.

Question 4Service management system general requirements

Which activity best demonstrates fulfillment of the documented information requirement in the SMS?

  1. Storing all documents on personal devices
  2. Maintaining controlled documents and records as evidence of conformity Correct answer.
  3. Deleting superseded documents without tracking
  4. Verbally briefing staff without retaining any record

Explanation

The standard requires documented information to be created, updated, and controlled to provide evidence of conformity and effective operation. This includes availability, protection, and control of changes and versions.

Question 5Service management system general requirements

In the context of the SMS, what does a risk assessment primarily help the organization determine?

  1. Which marketing channels to use
  2. Which risks to services and the SMS require treatment Correct answer.
  3. How to reduce headcount in the service desk
  4. Which suppliers offer the lowest prices

Explanation

Risk assessment identifies and evaluates risks to the services and the SMS so that appropriate treatment actions can be planned. It connects risk to service objectives and informs improvement priorities.

Question 6Service management system general requirements

Which of the following is a required element when setting service management objectives?

  1. They should be measurable and consistent with the service management policy Correct answer.
  2. They should be reviewed only once at system retirement
  3. They should be kept confidential from all staff
  4. They should avoid any link to customer requirements

Explanation

Objectives must be measurable, monitored, and aligned with the service management policy and applicable requirements. This enables the organization to demonstrate achievement and drive improvement.

Question 7Service management system general requirements

What is the main purpose of the management review within the SMS?

  1. To assess the continuing suitability, adequacy, and effectiveness of the SMS Correct answer.
  2. To conduct technical penetration testing
  3. To approve individual expense claims
  4. To negotiate supplier discounts

Explanation

Management review at planned intervals evaluates whether the SMS remains suitable, adequate, and effective, and identifies opportunities for improvement and needed changes. It uses defined inputs and produces decisions and actions.

Question 8Service management system general requirements

Which pair of activities forms the core of the improvement cycle required by the SMS?

  1. Writing policies and archiving them
  2. Buying hardware and disposing of it
  3. Identifying improvement opportunities and implementing actions Correct answer.
  4. Hiring and retiring staff

Explanation

The improvement requirement centers on identifying opportunities and taking action to improve services and the SMS, then evaluating results. This reflects a continuing cycle rather than one-off activities.

Question 9Service management system general requirements

A service provider wants to demonstrate that its SMS scope covers services delivered by a partner organization. What should the scope statement and supporting arrangements address?

  1. The interfaces and dependencies with parties that deliver part of the services Correct answer.
  2. Only services hosted in the head office building
  3. Only services delivered directly by internal staff
  4. Only services that generate the highest revenue

Explanation

When services are delivered through other parties, the SMS must address the interfaces and dependencies so that accountability and control remain clear. The scope should reflect the services provided across those arrangements.

Question 10Service management system general requirements

Top management assigns a service management representative. Which outcome best reflects the intent of this role?

  1. The representative replaces the need for management review
  2. The representative approves all customer invoices
  3. The representative ensures the SMS conforms to requirements and reports on its performance Correct answer.
  4. The representative personally performs every service management process

Explanation

The assigned role ensures the SMS conforms to the standard's requirements and reports on performance and opportunities for improvement to top management. It is a coordinating and reporting accountability, not personal execution of every process.

Question 11Service management system general requirements

During an internal audit, an auditor finds that a procedure was changed but no record of the change exists. Which SMS requirement is most directly affected?

  1. Capacity management
  2. Service continuity testing
  3. Control of documented information Correct answer.
  4. Availability planning

Explanation

Control of documented information requires that changes be controlled and that evidence of revisions be retained. An undocumented procedure change indicates a breakdown in version and change control of documented information.

Question 12Service management system general requirements

An organization sets an objective to reduce major service interruptions. Which characteristic makes this objective effective under the SMS?

  1. It is stated only verbally by the service desk manager
  2. It is reviewed only when an incident occurs
  3. It is kept secret from customers and staff
  4. It is measurable, assigned an owner, and monitored at planned intervals Correct answer.

Explanation

Effective objectives are measurable, owned, monitored, and reviewed at planned intervals so progress can be demonstrated. This supports consistent evaluation and improvement.

Question 13Service management system general requirements

What distinguishes a risk treatment plan from a simple risk register in the SMS?

  1. The plan replaces the need for objectives
  2. The plan is optional and has no monitoring requirement
  3. The plan defines actions, responsibilities, and timelines to address identified risks Correct answer.
  4. The plan lists only risks that have already occurred

Explanation

A risk treatment plan translates assessed risks into concrete actions with owners and timing, and its progress is monitored. A register records risks, while the treatment plan drives action.

Question 14Service management system general requirements

An organization outsources a critical service component. How does the SMS requirement for supplier management apply?

  1. It applies only to suppliers located in the same country
  2. It requires documented arrangements and monitoring of supplier performance Correct answer.
  3. It is waived when a contract exists
  4. It applies only to hardware suppliers

Explanation

The SMS requires that arrangements with suppliers be documented and that supplier performance and compliance be monitored and reviewed. Contract existence alone does not remove the need for monitoring.

Question 15Service management system general requirements

Which input is most appropriate to include in a management review of the SMS?

  1. The marketing plan for a new unrelated product
  2. The personal holiday schedule of the service desk
  3. The office cleaning roster
  4. Results of audits and status of actions from previous reviews Correct answer.

Explanation

Management review inputs include audit results, status of previous actions, performance against objectives, and feedback from interested parties. These enable informed decisions about the SMS.

Question 16Service management system general requirements

An organization identifies a recurring pattern of service failures. Which action best reflects the improvement requirement?

  1. Analyzing root causes and implementing corrective actions with follow-up Correct answer.
  2. Waiting for the next annual audit to address it
  3. Recording the failures and taking no further action
  4. Reassigning blame to individual staff members

Explanation

Improvement requires analyzing causes and taking corrective action, then verifying effectiveness. This prevents recurrence rather than simply documenting events.

Question 17Service management system general requirements

What is the relationship between the service management policy and the SMS objectives?

  1. The policy is derived from objectives after they are achieved
  2. Objectives must contradict the policy to remain independent
  3. Objectives must be consistent with the policy and support its direction Correct answer.
  4. They are unrelated and managed by different systems

Explanation

Objectives are set within the framework provided by the policy and must align with its direction. This ensures that what the organization measures supports what it has committed to.

Question 18Service management system general requirements

An organization has multiple service management roles. What principle should guide the assignment of responsibilities?

  1. Responsibilities should be assigned only after an incident occurs
  2. Responsibilities should remain undocumented to allow flexibility
  3. All responsibilities should rest with one person
  4. Responsibilities should be assigned and communicated to relevant people Correct answer.

Explanation

The SMS requires that responsibilities and authorities be assigned and communicated so that people understand their roles. Clear assignment supports accountability and effective operation.

Question 19Service management system general requirements

Which statement correctly describes how the SMS interacts with the organization's other management systems?

  1. The SMS may only operate in organizations without other systems
  2. The SMS must be completely isolated from all other management systems
  3. SMS processes and requirements should be integrated into the organization's business processes Correct answer.
  4. The SMS replaces all other management systems

Explanation

The standard expects SMS requirements to be integrated into the organization's business processes rather than treated as an isolated parallel system. Integration supports coherence and efficiency.

Question 20Service management system general requirements

A service provider defines the boundaries of its SMS but excludes a supporting service that materially affects an in-scoped service. What is the most appropriate concern?

  1. Exclusion is always acceptable if documented
  2. Exclusions are permitted only for physical locations
  3. Exclusions must be approved by customers only
  4. The exclusion may undermine the SMS's ability to meet requirements for the in-scope services Correct answer.

Explanation

Exclusions that affect the ability to meet requirements for in-scope services weaken the SMS and can make conformity questionable. The scope must be defined so that requirements can be reliably met.

Question 21Service management system general requirements

An organization claims conformity to ISO/IEC 20000-1 while its risk treatment actions have never been monitored. Which conclusion is most defensible?

  1. Conformity is proven because a risk register exists
  2. Conformity is unaffected because risk actions are optional
  3. There is a nonconformity because risk treatment must be monitored and reviewed Correct answer.
  4. Monitoring is required only for supplier risks

Explanation

Risk treatment actions must be monitored and reviewed to confirm they remain effective and relevant. An unmonitored treatment plan indicates a gap against the risk management requirement.

Question 22Service management system general requirements

Two departments interpret the service management policy differently, leading to inconsistent practices. Which action best addresses the root of this problem?

  1. Allowing each department to define its own unrelated objectives
  2. Removing the policy to allow local freedom
  3. Clarifying the policy and communicating its intent and related objectives consistently Correct answer.
  4. Ignoring the inconsistency until the next audit

Explanation

Inconsistent interpretation signals that the policy and objectives are not clearly communicated or understood. Clarifying and consistently communicating intent aligns behavior across the organization.

Question 23Service management system general requirements

An auditor examines management review records and finds decisions but no evidence that previous actions were followed up. What is the most significant finding?

  1. The review process lacks effective follow-up of actions, weakening continual improvement Correct answer.
  2. The review interval was too short
  3. The review was conducted by top management
  4. The organization used too many inputs

Explanation

Management review must track the status of actions from previous reviews to ensure decisions lead to results and support improvement. Missing follow-up evidence indicates a weak review process.

Question 24Service management system general requirements

An organization wants to integrate its SMS with an existing quality management system. Which approach best reflects sound practice under ISO/IEC 20000-1?

  1. Merge policies so that service management objectives are dropped
  2. Align shared elements such as documented information, risk, and improvement while retaining service-specific controls Correct answer.
  3. Duplicate all processes separately to keep the systems apart
  4. Apply only the quality system and ignore service management requirements

Explanation

Integration works best when shared elements are aligned while service-specific controls are preserved to meet SMS requirements. This avoids duplication without losing necessary service focus.

Question 25Service management system general requirements

Which document establishes the overall direction and commitment of top management toward service management within the SMS?

  1. The service management policy Correct answer.
  2. The capacity plan
  3. The configuration baseline
  4. The service catalogue

Explanation

The service management policy is the top-level statement of intent and direction that top management establishes for the SMS. It provides the framework against which objectives are set and communicated. A service catalogue, capacity plan, and configuration baseline are operational artefacts, not statements of management direction.

Question 26Service management system general requirements

In ISO/IEC 20000-1, what is the primary function of the service management system (SMS) itself?

  1. To provide a framework of interrelated processes and roles that governs how services are managed Correct answer.
  2. To specify the technical architecture of the service provider's IT infrastructure
  3. To define the commercial pricing model for services delivered to customers
  4. To replace the organization's existing quality and information security management systems

Explanation

The SMS is a management system: a set of interrelated or interacting elements, including processes, roles, and governance, used to direct and control service management. It does not prescribe technical architecture, pricing, or supersede other management systems. Its purpose is to give structure and control so requirements can be planned, operated, and improved.

Question 27Service management system general requirements

Which element is a mandatory part of the documented information required to define the scope of the SMS?

  1. A list of every individual employee's job description
  2. A description of the services and the organizational units the SMS covers Correct answer.
  3. A copy of all supplier contracts held by the organization
  4. A detailed network diagram of the data centre

Explanation

The scope statement must identify the services and the organizational boundaries covered by the SMS so that applicability of requirements is clear. Job descriptions, contracts, and network diagrams may support operations but are not the defining content of the scope. A clear scope prevents ambiguity about which services and units are in or out of conformity.

Question 28Service management system general requirements

Which term describes the person or group that receives a service and defines its requirements?

  1. The process owner
  2. The supplier
  3. The customer Correct answer.
  4. The auditor

Explanation

In service management terminology the customer is the party that receives the service and whose requirements define service expectations and acceptance. A supplier provides inputs to the service, a process owner is accountable for a process, and an auditor performs independent evaluation. Keeping these roles distinct is essential when applying SMS requirements.

Question 29Service management system general requirements

What does the term 'documented information' cover in the context of the SMS?

  1. Both documents that must be maintained and records that must be retained as evidence Correct answer.
  2. Only records produced during external audits
  3. Only electronic files stored in the service desk tool
  4. Only paper documents signed by top management

Explanation

Documented information combines two ideas: information that must be maintained and updated (such as policies and procedures) and information retained as evidence of results (such as records). It is independent of medium, so paper and electronic forms both qualify. This unified concept replaces the older split between 'documents' and 'records'.

Question 30Service management system general requirements

Which statement best describes the role of the service management objectives within the SMS?

  1. They replace the need for a service management policy
  2. They translate the policy into measurable outcomes that are consistent with it Correct answer.
  3. They are set once at certification and remain fixed thereafter
  4. They are written by the auditor during the certification audit

Explanation

Objectives operationalize the policy by giving measurable targets that are consistent with the policy's direction. They must be monitored and updated, so they are not frozen after certification. Auditors evaluate objectives but do not author them.

Question 31Service management system general requirements

What is the purpose of assigning roles, responsibilities, and authorities within the SMS?

  1. To eliminate the need for documented procedures
  2. To remove the need for top management involvement in service management
  3. To guarantee that every task is performed by a certified auditor
  4. To ensure accountability for the performance of the SMS and its processes is clearly established Correct answer.

Explanation

Clear assignment of roles, responsibilities, and authorities ensures that someone is accountable for the SMS and each process, enabling effective direction and control. It does not remove top management's leadership role, nor does it eliminate the need for documented information. Accountability is a precondition for the SMS to function and improve.

Question 32Service management system general requirements

Which activity demonstrates that top management is providing leadership and commitment to the SMS?

  1. Approving the SMS budget only once at the start of the year
  2. Attending the certification audit as an observer
  3. Delegating all service management decisions to an external consultant
  4. Integrating SMS requirements into the organization's business processes and directing their operation Correct answer.

Explanation

Leadership and commitment are shown when top management embeds SMS requirements into the organization's own business processes and actively directs them. One-off budget approval, passive observation, or full delegation to outsiders does not demonstrate ongoing involvement. Integration signals that service management is part of how the business is run.

Question 33Service management system general requirements

An organization operates several management systems and wants one coordinated set of policies and processes where they overlap. Which concept does this describe?

  1. A duplicated management system
  2. A decentralized audit programme
  3. A service catalogue baseline
  4. An integrated management system Correct answer.

Explanation

An integrated management system aligns common elements such as policy, objectives, documentation, and internal audit across multiple management system standards. This reduces duplication and conflicting requirements. It is not the same as duplicating systems or decentralizing audits, and a service catalogue is unrelated to system integration.

Question 34Service management system general requirements

When determining the scope of the SMS, an organization must consider which of the following?

  1. Internal and external issues relevant to its purpose and the services it provides Correct answer.
  2. Only the financial value of its largest customer contract
  3. Only the physical location of its headquarters
  4. Only the number of staff in the service desk

Explanation

Scope determination requires consideration of the organization's context, including internal and external issues and the nature of the services provided. This ensures the SMS addresses relevant risks and interested parties. Location, headcount, or contract value alone are insufficient and do not reflect the required contextual analysis.

Question 35Service management system general requirements

An organization identifies interested parties relevant to its SMS. What should it determine about these parties?

  1. The marketing budget each party allocates to its own products
  2. Their relevant requirements and which of these the organization will address Correct answer.
  3. The personal contact details of every employee
  4. The exact date each party was first registered as a legal entity

Explanation

For relevant interested parties, the organization determines their relevant requirements and decides which of those requirements it will address within the SMS. This informs scope and risk considerations. Personal details, registration dates, or third-party marketing budgets are not the focus of this determination.

Question 36Service management system general requirements

How should the organization treat risks and opportunities identified for the SMS?

  1. Record them in a list and take no further action unless an auditor requests it
  2. Plan actions to address them and integrate those actions into SMS processes, then evaluate their effectiveness Correct answer.
  3. Address only those risks that affect financial reporting
  4. Assign all risks to the customer for resolution

Explanation

Risk and opportunity treatment requires planned actions that are integrated into the SMS processes and subsequently evaluated for effectiveness. Merely listing risks without action does not satisfy the requirement. Risks cannot be limited to financial reporting, and transferring them to customers is not a valid treatment approach.

Question 37Service management system general requirements

Which of the following best describes a 'service' as used in ISO/IEC 20000-1?

  1. A contract clause defining penalty payments
  2. A physical asset listed in the configuration management database
  3. A software licence held by the service provider
  4. A means of delivering value to customers by facilitating outcomes they want without owning specific costs and risks Correct answer.

Explanation

A service is defined by the value it delivers to customers by enabling outcomes, with the provider taking on associated costs and risks. Configuration items, contract clauses, and licences are components or instruments that may support a service but are not the service itself. This definition underpins how services are identified and managed.

Question 38Service management system general requirements

An organization wants its SMS to remain effective as its services and business environment change. Which approach reflects the requirement for continual improvement?

  1. Regularly assessing performance, identifying improvement opportunities, and acting on them Correct answer.
  2. Changing processes only when a customer submits a complaint
  3. Freezing all processes once initial certification is achieved
  4. Relying solely on the annual external audit to drive change

Explanation

Continual improvement requires ongoing assessment of performance and the identification and implementation of improvements, not a one-time effort. Freezing processes, reacting only to complaints, or depending only on external audits leaves improvement passive and incomplete. Improvement should be planned and driven by the organization itself.

Question 39Service management system general requirements

What is the main purpose of establishing and maintaining a service management plan within the SMS?

  1. To record the minutes of every operational meeting held
  2. To list the names of all auditors who will assess the organization
  3. To replace the service management policy with a technical specification
  4. To describe how the organization will achieve its service management objectives and meet its requirements Correct answer.

Explanation

A service management plan sets out how objectives will be achieved, who is responsible, what resources and timescales apply, and how performance will be evaluated. It supports the policy rather than replacing it. It is not a list of auditors or a general meeting log.

Question 40Service management system general requirements

An organization must ensure that persons doing work under its control are competent for their SMS roles. Which action best satisfies this requirement?

  1. Determining necessary competence, ensuring people have it, and retaining evidence of competence Correct answer.
  2. Assuming competence based on length of employment alone
  3. Assigning competence assessment to the customer organization
  4. Requiring all staff to hold the same professional certification

Explanation

The requirement is to determine the competence needed, ensure people meet it through education, training, or experience, and retain evidence. Uniform certification for all staff is not required and may be inappropriate. Competence cannot be assumed from tenure alone or delegated to the customer.

Question 41Service management system general requirements

Which statement accurately reflects how awareness requirements apply to people working under the organization's control?

  1. They are exempt from awareness requirements if they work part-time
  2. They must memorize the full text of every SMS procedure
  3. They should be aware of the service management policy and how their work contributes to SMS objectives Correct answer.
  4. They need only be aware of their own salary and benefits

Explanation

Awareness means people understand the policy, their contribution to the effectiveness of the SMS, and the implications of not conforming. It does not require memorizing every procedure or relate to pay and benefits. Part-time workers are not exempt because they work under the organization's control.

Question 42Service management system general requirements

How does the requirement for communication within the SMS apply to the organization?

  1. It must determine what, when, with whom, and how it communicates relevant to the SMS Correct answer.
  2. It must publish every internal email to external customers
  3. It must communicate only through formal legal notices
  4. It may ignore communication because the SMS is an internal matter

Explanation

The organization determines the what, when, with whom, and how of communications relevant to the SMS, including internal and external communication as appropriate. Publishing all emails or restricting to legal notices is neither required nor sensible. Communication cannot be ignored because the SMS depends on shared understanding.

Question 43Service management system general requirements

An organization is deciding which external providers' processes need to be controlled within its SMS. What should guide this decision?

  1. The extent to which the outsourced process affects the organization's ability to meet service requirements Correct answer.
  2. The provider's preference for a particular software tool
  3. The size of the provider's marketing department
  4. Whether the provider is located in the same country

Explanation

Control over externally provided processes should be proportionate to their impact on the organization's ability to meet service requirements and on customer outcomes. Location, marketing size, or tool preference do not determine the necessary level of control. Risk-based proportionality is the guiding principle.

Question 44Service management system general requirements

What distinguishes 'monitoring' from 'measurement' in the context of SMS performance evaluation?

  1. Monitoring and measurement are identical and interchangeable in every respect
  2. Monitoring is performed only by auditors, while measurement is performed only by management
  3. Monitoring applies only to suppliers, while measurement applies only to customers
  4. Monitoring is ongoing observation of a state, while measurement assigns a value using defined criteria Correct answer.

Explanation

Monitoring is the ongoing determination of the status of a system, process, or activity, whereas measurement determines a value, often against defined criteria or units. Both support performance evaluation and are not restricted to particular parties. Treating them as identical obscures the distinction between observation and quantification.

Question 45Service management system general requirements

An organization wants to ensure its SMS documentation remains fit for purpose over time. Which practice best supports this?

  1. Reviewing and updating documented information when processes or services change Correct answer.
  2. Restricting document access to a single person indefinitely
  3. Allowing documents to remain unchanged regardless of operational changes
  4. Storing all documentation only on personal devices

Explanation

Documented information must be maintained so that it stays accurate and relevant as processes and services evolve. Leaving it unchanged, restricting access to one person, or storing it on personal devices undermines availability and control. Review and update are core to maintaining documented information.

Question 46Service management system general requirements

A service provider operates in a regulated industry where a new law requires retention of service records for a longer period. How should the SMS respond?

  1. Review and adjust the relevant documented information and controls to reflect the new legal requirement Correct answer.
  2. Delete older records to reduce storage costs
  3. Ignore the law because ISO/IEC 20000-1 does not mention legislation
  4. Wait for the next external audit before making any change

Explanation

The organization must consider legal and regulatory requirements relevant to its services and adjust its documented information and controls accordingly. Ignoring legislation or waiting for an audit is nonconformity waiting to happen. Deleting records would worsen compliance and could breach the new requirement.

Question 47Service management system general requirements

Two service management processes in the same SMS assign conflicting decision authority to different roles. Which action best resolves this at the system level?

  1. Let each process continue independently without coordination
  2. Clarify roles, responsibilities, and authorities so the interfaces between the processes are consistently defined Correct answer.
  3. Remove one of the processes from the SMS scope without justification
  4. Escalate every decision to the customer for resolution

Explanation

Conflicting authority indicates that roles, responsibilities, and authorities are not consistently defined across the SMS. Clarifying them at the system level resolves the conflict and strengthens accountability. Letting processes diverge, escalating routine decisions to customers, or unjustifiably removing a process does not address the root cause.

Question 48Service management system general requirements

An organization's management review records show objectives were discussed but no decisions were made about resource needs. Which conclusion is most defensible?

  1. The review is unnecessary because resource needs are decided only by customers
  2. The review may be incomplete because it should result in decisions related to opportunities for improvement and resource needs Correct answer.
  3. The review is fully compliant because objectives were discussed
  4. The review is invalid because management reviews must not discuss objectives

Explanation

Management review is expected to produce decisions and actions related to improvement opportunities and the need for changes to the SMS, including resources. Discussing objectives without deciding on resources suggests the review did not fully address its intended outputs. Discussion alone is not the purpose of the review.

Question 49Service management system general requirements

An organization claims its SMS covers a service, but the service's underpinning agreements and responsibilities with internal delivery teams are undocumented. What is the most significant SMS concern?

  1. The service cannot be included in the service catalogue
  2. The absence of documentation automatically voids all supplier contracts
  3. The organization must immediately withdraw the service from customers
  4. The boundaries and interfaces needed to manage the service effectively are not clearly defined and controlled Correct answer.

Explanation

Effective service management depends on clearly defined boundaries, interfaces, and responsibilities between the parties involved in delivering a service. Undocumented internal agreements leave accountability and expectations ambiguous, which is a systemic weakness. It does not automatically invalidate contracts or require withdrawal of the service, though catalogue accuracy may also be affected.

Question 50Service management system general requirements

An organization is defining the scope of its service management system (SMS). Which input does ISO/IEC 20000-1 require the organization to take into account when establishing that scope?

  1. The technology vendor's product roadmap for its tooling platform
  2. The internal and external issues identified as relevant to the organization's purpose and context Correct answer.
  3. The number of staff employed in each service desk shift roster
  4. The pricing model applied to customer chargeback of service costs

Explanation

When establishing the SMS scope, the organization must consider the external and internal issues identified in its context analysis, along with the requirements of relevant interested parties and the services it provides. Staff rosters, charging arrangements, and vendor roadmaps are operational details that do not define the boundary of the management system. The scope therefore reflects what the organization has determined about its context and obligations.