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, an

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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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