ISO 20000 Certification ISO 20000 Control and Support Processes 1 — Questions and Answers
Question 1: Which ISO 20000 process is responsible for maintaining accurate records of the relationships between configuration items (CIs) throughout their lifecycle?
- Change management
- Configuration management (Correct answer)
- Release and deployment management
- Problem management
Correct answer: Configuration management
Configuration management maintains the configuration management database (CMDB), tracking all CIs and their relationships, providing a foundational record that supports other processes like change and incident management.
Question 2: In ISO/IEC 20000, what is the primary goal of problem management?
- To restore normal service operation as quickly as possible
- To prevent incidents from recurring by identifying and eliminating root causes (Correct answer)
- To authorize and schedule changes to the IT infrastructure
- To record and track all service requests submitted by users
Correct answer: To prevent incidents from recurring by identifying and eliminating root causes
Problem management focuses on identifying the underlying root causes of incidents to prevent recurrence, distinguishing it from incident management, which prioritizes restoring service quickly.
Question 3: Under ISO 20000, which document formally records an authorized change, including its scope, risk assessment, and implementation plan?
- Service level agreement (SLA)
- Request for change (RFC) (Correct answer)
- Configuration management plan
- Change schedule
Correct answer: Request for change (RFC)
A request for change (RFC) is the formal document submitted to initiate the change management process; it captures the details needed for assessment and approval before implementation proceeds.
Question 4: Which support process in ISO 20000 is specifically designed to handle requests that are pre-approved and low-risk, such as password resets or access provisioning?
- Incident management
- Change management
- Request fulfilment (Correct answer)
- Service continuity management
Correct answer: Request fulfilment
Request fulfilment manages standard, pre-approved service requests that follow a predefined procedure, keeping them separate from incidents and changes to avoid unnecessary overhead.
Question 5: In ISO/IEC 20000, the change advisory board (CAB) is primarily convened to:
- Approve service level agreements with customers
- Evaluate and authorize significant or high-risk changes (Correct answer)
- Coordinate the deployment of software releases into production
- Investigate the root cause of major incidents
Correct answer: Evaluate and authorize significant or high-risk changes
The CAB is a body within change management that reviews, assesses risk, and provides authorization recommendations for significant changes, ensuring decisions are made with appropriate stakeholder input.
Question 6: Which of the following best describes the relationship between incident management and problem management in ISO 20000?
- They are the same process with different names
- Incident management triggers problem management when the root cause of an incident cannot be immediately identified (Correct answer)
- Problem management replaces incident management once a workaround is found
- Incident management is only activated after problem management closes a problem record
Correct answer: Incident management triggers problem management when the root cause of an incident cannot be immediately identified
Incident management resolves the immediate impact and may raise a problem record when the root cause is unknown or recurring; problem management then takes over to investigate and eliminate the underlying cause.
ISO 20000 Certification ISO 20000 Control and Support Processes 1
Which ISO 20000 process is responsible for maintaining accurate records of the relationships between configuration items (CIs) throughout their lifecycle?