According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

Question

Options

• Aannually
• Bmonthly
• Conly when there is a business need to change the service
• Dquarterly

• A
  81% (21)
• B
  4% (1)
• C
  12% (3)
• D
  4% (1)

Explanation

ISO/IEC 20000-1 mandates that the service provider and customer meet at least annually to review the service, including discussion of changes to the agreed service scope - making A (annually) the correct minimum frequency defined by the standard.

Why the distractors are wrong:

• B (monthly) is too frequent for a required minimum; monthly reviews may happen in practice but are not the floor set by the standard.
• C (only when there is a business need) is incorrect because the standard requires a scheduled, recurring meeting regardless of whether change is anticipated.
• D (quarterly) is a common assumption borrowed from general IT governance cadences, but the standard's specified minimum is annual, not quarterly.

Memory tip: Think of ISO/IEC 20000 service reviews like an annual physical exam - you must do it at least once a year by requirement, even if you feel fine (no immediate business need), and you can always schedule more checkups if needed.

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