ISO 20000 Certification FREE ISO 20000 Control and Support Processes Questions and Answers 3

Question 1

According to ISO 20000, which activity is essential during the planning phase of release and deployment management?

Accepted Answer

Defining acceptance criteria and rollback plans before deployment

Answer

Assigning incident priority levels to each release

Answer

Conducting a post-implementation review of all configuration items

Answer

Updating the supplier contract register

Question 2

How does ISO 20000 require organizations to handle emergency changes within the change management process?

Accepted Answer

Emergency changes must follow an expedited process but still be documented and reviewed retrospectively

Answer

Emergency changes are exempt from all change management controls

Answer

Emergency changes can only be implemented by senior management

Answer

Emergency changes do not require any post-implementation review

Question 3

What is the relationship between configuration management and change management in ISO 20000?

Accepted Answer

Configuration management provides accurate CI data that change management uses to assess the impact of proposed changes

Answer

Change management is a subprocess of configuration management

Answer

Configuration management only applies to hardware assets, not changes

Answer

They operate independently with no data exchange

Question 4

Which metric is most appropriate for measuring the effectiveness of the incident management process under ISO 20000?

Accepted Answer

Percentage of incidents resolved within agreed service level targets

Answer

Number of configuration items recorded in the CMDB

Answer

Total number of changes submitted to the change advisory board

Answer

Average time to complete a full service audit

Question 5

In ISO 20000, what is the purpose of a post-implementation review after a change has been deployed?

Accepted Answer

To verify the change achieved its objectives and to identify lessons learned

Answer

To create a new service level agreement for the changed service

Answer

To remove the change record from the change log

Answer

To reassign the change to a different change authority

Question 6

Which of the following best describes how ISO 20000 expects service request management to be handled?

Accepted Answer

Service requests should be fulfilled using predefined procedures with agreed timescales

Answer

Service requests must always be escalated to problem management before fulfillment

Answer

Service requests are treated identically to major incidents

Answer

Service requests bypass all approval and logging requirements