ISO 20000 Certification FREE ISO 20000 Certification Change Management Questions and Answers 2 — Questions and Answers
Question 1: Which document is primarily used to record and track all changes throughout their lifecycle in ISO 20000?
- Change schedule
- Change record (Correct answer)
- Service improvement plan
- Configuration baseline
Correct answer: Change record
A change record captures all details of a change from initiation through closure, serving as the primary tracking document.
Question 2: What is the main purpose of a post-implementation review (PIR) in the change management process?
- To approve future changes
- To evaluate whether the change achieved its objectives (Correct answer)
- To create a rollback plan
- To assign change ownership
Correct answer: To evaluate whether the change achieved its objectives
A PIR assesses whether the change met its intended objectives and identifies any lessons learned.
Question 3: In ISO 20000, who is typically responsible for authorizing emergency changes when the full Change Advisory Board cannot convene?
- Service desk manager
- Emergency Change Advisory Board (ECAB) (Correct answer)
- IT director only
- The change requester
Correct answer: Emergency Change Advisory Board (ECAB)
The ECAB is a smaller group with authority to make rapid decisions for emergency changes when the full CAB is unavailable.
Question 4: What must be assessed before approving a change request according to ISO 20000 change management requirements?
- Only the financial cost of the change
- The risk, impact, and benefits of the change (Correct answer)
- Only the technical feasibility
- The vendor's recommendation
Correct answer: The risk, impact, and benefits of the change
ISO 20000 requires that risk, potential impact on services, and expected benefits are all assessed before a change is approved.
Question 5: Which of the following best describes a standard change under ISO 20000?
- A change that requires emergency authorization
- A pre-approved, low-risk change that follows an established procedure (Correct answer)
- A change initiated by a customer complaint
- A change that bypasses the change management process entirely
Correct answer: A pre-approved, low-risk change that follows an established procedure
A standard change is pre-approved because it follows a tested, documented procedure and carries low risk.
Question 6: What is the relationship between change management and configuration management in ISO 20000?
- They are completely independent processes
- Change management updates the CMS to reflect changes to configuration items (Correct answer)
- Configuration management replaces the need for change management
- Change management only applies to hardware, not configuration items
Correct answer: Change management updates the CMS to reflect changes to configuration items
Change management ensures the configuration management system is updated to accurately reflect any modifications to configuration items.
ISO 20000 Certification FREE ISO 20000 Certification Change Management Questions and Answers 2
Which document is primarily used to record and track all changes throughout their lifecycle in ISO 20000?