ISO 20000 Certification FREE ISO 20000 Control and Support Processes Questions and Answers 2 — Questions and Answers
Question 1: Which process within ISO 20000 is primarily responsible for ensuring that all changes to services are assessed, approved, and implemented in a controlled manner?
- Change management (Correct answer)
- Release and deployment management
- Configuration management
- Incident management
Correct answer: Change management
Change management controls the lifecycle of all changes to minimize disruption and ensure proper authorization before implementation.
Question 2: What is the primary purpose of configuration management as defined in ISO/IEC 20000?
- To maintain an accurate record of all configuration items and their relationships (Correct answer)
- To deploy new software releases into production
- To restore services after a major incident
- To negotiate service level agreements with customers
Correct answer: To maintain an accurate record of all configuration items and their relationships
Configuration management maintains information about configuration items, including their relationships, to support other service management processes.
Question 3: In ISO 20000, what does the release and deployment management process ensure?
- That releases are planned, built, tested, and deployed successfully into the live environment (Correct answer)
- That all incidents are resolved within agreed timeframes
- That service capacity meets current and future demand
- That third-party suppliers meet contractual obligations
Correct answer: That releases are planned, built, tested, and deployed successfully into the live environment
Release and deployment management ensures that releases are distributed and successfully deployed according to agreed plans and schedules.
Question 4: Which of the following is a key output of the incident management process under ISO 20000?
- Restored service operation and incident records (Correct answer)
- Updated service catalog entries
- Revised capacity plans
- New service level agreements
Correct answer: Restored service operation and incident records
Incident management focuses on restoring normal service operation as quickly as possible and maintaining records of all incidents for analysis.
Question 5: What distinguishes a service request from an incident in the context of ISO 20000 control and support processes?
- A service request is a user request for information or a standard change, while an incident is an unplanned interruption (Correct answer)
- A service request always requires change advisory board approval, while an incident does not
- A service request is only raised by IT staff, while an incident can be raised by anyone
- A service request has higher priority than an incident
Correct answer: A service request is a user request for information or a standard change, while an incident is an unplanned interruption
ISO 20000 distinguishes service requests as pre-defined, low-risk user requests, whereas incidents represent unplanned service interruptions or quality reductions.
Question 6: What role does problem management play in supporting the control processes of ISO 20000?
- It identifies root causes of incidents to prevent recurrence and minimize impact (Correct answer)
- It authorizes emergency changes to the production environment
- It validates that deployed releases meet acceptance criteria
- It ensures backup and recovery procedures are tested regularly
Correct answer: It identifies root causes of incidents to prevent recurrence and minimize impact
Problem management investigates the underlying root causes of incidents and initiates actions to prevent them from recurring.
ISO 20000 Certification FREE ISO 20000 Control and Support Processes Questions and Answers 2
Which process within ISO 20000 is primarily responsible for ensuring that all changes to services are assessed, approved, and implemented in a controlled manner?