What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A.
The environmental needs of the employees in the organization are well looked after.

B.
The organization becomes more process focused and thereby more efficient.

C.
The organization behaves in a socially responsible way.

D.
The organization has less suppliers to deal with.

Explanation:

A) Incorrect. The ISO/IEC 20000 standard is driven by the business needs of the customer, not the
environmental needs of the employees of the organization.
B) Correct. ISO/IEC 20000 is a process-based standard. The service management processes covered
in the standard deliver the best possible service to meet a customer’s business needs within agreed
resource levels.
C) Incorrect. The ISO/IEC 20000 standard focuses on meeting the business needs of the customer via
a process-based approach. The social behavior of the organization is not considered.
D) Incorrect. Compliance to the ISO/IEC 20000 standard will ensure that suppliers are effectively
managed, however delivering services according to ISO/IEC 20000 does not mean that there are less
suppliers to deal with.