Which of the aspects listed below is included in ISO/IEC 20000?

The correct answer is A. customer communication. Customer communication is a core requirement in ISO/IEC 20000 because the standard governs IT Service Management (ITSM) - a discipline centered on delivering and managing services that meet customer needs. Effective communication with customers about service levels, incidents…

Technology and architecture

Question

Options

Acustomer communication
Bemployee motivation
Csocial responsibility
Dstandard products

How the community answered

(27 responses)

A
70% (19)
B
4% (1)
C
19% (5)
D
7% (2)

Explanation

Customer communication is a core requirement in ISO/IEC 20000 because the standard governs IT Service Management (ITSM) - a discipline centered on delivering and managing services that meet customer needs. Effective communication with customers about service levels, incidents, and changes is explicitly required to fulfill those obligations.

Option B (employee motivation) falls under human resources or organizational management frameworks (like ISO 9001's broader quality management scope) - not ITSM.

Option C (social responsibility) is the domain of ISO 26000, a completely separate standard dedicated to organizational social responsibility.

Option D (standard products) is a mismatch because ISO/IEC 20000 governs services, not products; product standardization is handled by other ISO families.

Memory tip: Think of ISO/IEC 20000 as "the ITIL exam in ISO form" - everything in it revolves around the service lifecycle and the customer relationship. If a choice doesn't connect to service delivery or the customer, it's not ISO/IEC 20000.

Topics

#ISO/IEC 20000#service management standards#customer communication#compliance

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