EXIN Lean IT Foundation — Question 8

The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.
According to ISO/IEC 20000-1, what would not be defined?

Answer options

• A. Complaints procedure
• B. Contractual disputes
• C. Early termination of the contract
• D. Transfer of service

Correct answer: A

Explanation

The correct answer is A because the ISO/IEC 20000-1 standard prioritizes defining formal policies and procedures related to contractual obligations and service continuity, while complaints procedures are typically considered operational rather than formal contractual elements. Options B, C, and D deal with critical aspects of the contract that must be clearly defined to manage the supplier relationship effectively.