FREE ISO 20000 Control and Support Processes Questions and Answers

Question 1

According to ISO 20000-1, when managing documented information for the Service Management System (SMS), which of the following controls is explicitly required for its creation and updating?

Accepted Answer

Approval for adequacy and suitability.

Answer

Peer review by at least two other departments.

Answer

Storage exclusively in a cloud-based version control system.

Answer

A mandatory retention period of seven years for all documents.

Question 2

A critical server requires an emergency security patch to address a newly discovered vulnerability. The standard change management process requires a 5-day review period. Following ISO 20000 principles, what is the most appropriate action for the Change Manager to take?

Accepted Answer

Follow a specific, documented procedure for emergency changes that allows for expedited assessment and approval.

Answer

Reject the change because it does not follow the standard review period.

Answer

Implement the change immediately and document it retrospectively, bypassing all approvals.

Answer

Wait for the next scheduled Change Advisory Board (CAB) meeting to discuss the patch.

Question 3

An organization is defining its configuration management process in line with ISO 20000. When determining which assets should be classified as Configuration Items (CIs), what is the most important criterion to consider?

Accepted Answer

The asset's necessity for the delivery of one or more IT services.

Answer

The physical location of the asset within the data center.

Answer

The total purchase cost of the asset.

Answer

The age of the asset and its depreciation schedule.

Question 4

Which of the following is a primary objective of the Release and Deployment Management process as defined within the ISO 20000 framework?

Accepted Answer

To build, test, and deliver new or changed services into the live environment while protecting its integrity.

Answer

To invent and develop new features for services.

Answer

To negotiate and agree upon Service Level Agreements (SLAs).

Answer

To investigate the root cause of incidents that occur after a release.

Question 5

A service provider is pursuing ISO 20000 certification. An internal audit finds that while service desk staff are technically skilled, they are unaware of the organization's service management policy and how their individual roles contribute to achieving the service management objectives. This finding represents a non-conformance with which support process requirement?

Accepted Answer

Competence, awareness, and communication.

Answer

Management of documented information.

Answer

Budgeting and accounting for services.

Answer

Control of parties involved in the service lifecycle.

Question 6

According to ISO 20000-1, when a customer is responsible for operating a part of a service (e.g., managing user access on their own systems), what is the service provider's responsibility regarding that process?

Accepted Answer

To ensure that the customer-operated process is controlled and integrated with the provider's own Service Management System.

Answer

The service provider has no responsibility as the process is operated by the customer.

Answer

To document the customer's process and formally accept all associated risks without oversight.

Answer

To perform a mandatory annual audit of the customer's internal control environment.