FREE ISO 20000 Resolution and Control Processes Questions and Answers

Question 1

Which of the following processes, as defined in ISO/IEC 20000-1:2018, is primarily responsible for restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations?

Accepted Answer

Incident management

Answer

Problem management

Answer

Change management

Answer

Release and deployment management

Question 2

A service provider frequently encounters recurring service failures that, while individually resolved, indicate an underlying systemic issue. According to ISO/IEC 20000-1:2018, which process is best suited to proactively identify, analyze, and eliminate the root causes of these recurring incidents?

Accepted Answer

Problem management

Answer

Service level management

Answer

Change management

Answer

Incident management

Question 3

During a routine audit, it's discovered that several unauthorized modifications have been made to critical infrastructure components, leading to unexpected service behavior. Which ISO/IEC 20000-1:2018 process, if properly implemented, would have prevented these unauthorized changes?

Accepted Answer

Change management

Answer

Incident management

Answer

Release and deployment management

Answer

Configuration management

Question 4

Before a newly developed software application is made available to end-users, it needs to be carefully transferred and integrated into the live service environment. Which ISO/IEC 20000-1:2018 process governs the planning, scheduling, and control of this movement?

Accepted Answer

Release and deployment management

Answer

Incident management

Answer

Configuration management

Answer

Service level management

Question 5

According to ISO/IEC 20000-1:2018, what is a key objective of configuration management (Clause 8.4.5)?

Accepted Answer

To accurately identify, control, and protect service assets and configuration items (CIs) throughout their lifecycle.

Answer

To restore service operations as quickly as possible.

Answer

To manage the lifecycle of all changes to services and service components.

Answer

To identify the root causes of incidents and prevent their recurrence.

Question 6

A service provider is preparing for a major system upgrade that will introduce significant changes to its infrastructure. Which of the following activities is a mandatory part of the change management process (Clause 8.4.3) according to ISO/IEC 20000-1:2018?

Accepted Answer

Documenting the roles and responsibilities for all changes.

Answer

Developing a detailed user training program for the new system.

Answer

Negotiating new service level agreements with all affected customers.

Answer

Conducting a post-implementation review only for failed changes.