ISO 20000 Certification FREE ISO 20000 Certification Change Management Questions and Answers 3

Question 1

According to ISO 20000, what should happen if an emergency change is implemented without following the standard approval process?

Accepted Answer

It must be retrospectively reviewed and documented

Answer

The change is automatically reversed

Answer

No further action is needed

Answer

The service desk closes the ticket immediately

Question 2

Which metric is most useful for evaluating the effectiveness of the change management process?

Accepted Answer

Percentage of changes that result in incidents

Answer

Number of service desk calls received

Answer

Average time to resolve security vulnerabilities

Answer

Number of configuration items in the CMS

Question 3

What is the primary purpose of a change schedule in ISO 20000?

Accepted Answer

To provide a timeline of approved and planned changes

Answer

To list all rejected change requests

Answer

To document lessons learned from past changes

Answer

To record configuration item relationships

Question 4

In ISO 20000, what factor should determine whether a change is classified as major or minor?

Accepted Answer

The level of risk and potential impact on services

Answer

The seniority of the person requesting the change

Answer

The department that initiated the change

Answer

Whether the change involves software or hardware

Question 5

What role does the change policy play within the ISO 20000 change management process?

Accepted Answer

It establishes the scope, objectives, and principles governing how changes are managed

Answer

It defines the technical specifications for all changes

Answer

It serves as a log of all completed changes

Answer

It replaces the need for individual change records

Question 6

Why does ISO 20000 require that change management interfaces with service level management?

Accepted Answer

To ensure changes do not negatively affect agreed service levels

Answer

To allow customers to approve all changes directly

Answer

To eliminate the need for change impact assessments

Answer

To transfer change ownership to the service level manager