ISO 14001:2015 Internal Auditor Quiz 06 24Mar25 - Practice Quiz

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Question 1 of 30

\"Zenith Systems,\" a leading provider of cloud-based solutions, has implemented ISO 20000-1:2018 to ensure the quality of its IT services. However, the company has been experiencing recurring issues with delayed processing of service requests, leading to customer dissatisfaction. Previous corrective actions focused on expediting the processing of individual delayed requests, but the problem persists. An analysis reveals that the delays are primarily due to a bottleneck in the approval process for certain types of service requests. The ITSM team is now looking for a more effective corrective action to prevent future delays and improve customer satisfaction. Which of the following actions would best address this recurring nonconformity and promote continual improvement, as required by Clause 10 of ISO 20000-1:2018?

Identify and eliminate the root cause of the bottleneck in the approval process, implementing changes to streamline the process and prevent future delays.

Implement a system for automatically escalating delayed service requests to senior management for immediate attention.

Provide additional training to the service desk team on how to handle customer complaints related to delayed service requests.

Offer discounts or credits to customers who experience delays in the processing of their service requests.

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