ISO 20000 Certification FREE ISO 20000 Certification IT Service Management Questions and Answers 2 — Questions and Answers
Question 1: Which process in ISO 20000 is responsible for ensuring that all changes to services are assessed, approved, and controlled?
- Change management (Correct answer)
- Incident management
- Problem management
- Release management
Correct answer: Change management
Change management governs the assessment, approval, and controlled implementation of all changes to services under ISO 20000.
Question 2: What is the primary purpose of a Service Level Agreement (SLA) as defined in ISO 20000?
- To document agreed service targets between provider and customer (Correct answer)
- To define internal team responsibilities
- To outline the technical architecture of services
- To establish vendor pricing models
Correct answer: To document agreed service targets between provider and customer
An SLA documents the agreed service levels and targets between the service provider and the customer.
Question 3: In ISO 20000, what does the term 'known error' refer to?
- A problem with a documented root cause and a workaround (Correct answer)
- An incident that has been reported more than once
- A service outage lasting longer than the SLA threshold
- A defect found during release testing
Correct answer: A problem with a documented root cause and a workaround
A known error is a problem where the root cause has been identified and a workaround or permanent fix has been documented.
Question 4: Which clause of ISO/IEC 20000-1 addresses the requirements for planning and implementing new or changed services?
- Design and transition of new or changed services (Correct answer)
- Service delivery processes
- Relationship processes
- Resolution processes
Correct answer: Design and transition of new or changed services
The design and transition clause specifies requirements for planning, designing, building, and transitioning new or changed services.
Question 5: What is the role of a Configuration Management Database (CMDB) in ISO 20000?
- To store and manage information about configuration items and their relationships (Correct answer)
- To track financial costs of IT assets
- To monitor real-time performance of services
- To record customer complaints and feedback
Correct answer: To store and manage information about configuration items and their relationships
The CMDB stores information about configuration items and their relationships, supporting multiple service management processes.
Question 6: How does ISO 20000 define the relationship between incident management and problem management?
- Incident management restores service quickly while problem management investigates root causes (Correct answer)
- Problem management handles all user-reported issues directly
- Incident management only applies to hardware failures
- Both processes are identical in scope and objectives
Correct answer: Incident management restores service quickly while problem management investigates root causes
Incident management focuses on rapid service restoration, while problem management investigates underlying root causes to prevent recurrence.
ISO 20000 Certification FREE ISO 20000 Certification IT Service Management Questions and Answers 2
Which process in ISO 20000 is responsible for ensuring that all changes to services are assessed, approved, and controlled?