ISO 20000 Certification ISO 20000 Control and Support Processes 1

Question 1

Which ISO 20000 process is responsible for maintaining accurate records of the relationships between configuration items (CIs) throughout their lifecycle?

Accepted Answer

Configuration management

Answer

Change management

Answer

Release and deployment management

Answer

Problem management

Question 2

In ISO/IEC 20000, what is the primary goal of problem management?

Accepted Answer

To prevent incidents from recurring by identifying and eliminating root causes

Answer

To restore normal service operation as quickly as possible

Answer

To authorize and schedule changes to the IT infrastructure

Answer

To record and track all service requests submitted by users

Question 3

Under ISO 20000, which document formally records an authorized change, including its scope, risk assessment, and implementation plan?

Accepted Answer

Request for change (RFC)

Answer

Service level agreement (SLA)

Answer

Configuration management plan

Answer

Change schedule

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?

Accepted Answer

Request fulfilment

Answer

Incident management

Answer

Change management

Answer

Service continuity management

Question 5

In ISO/IEC 20000, the change advisory board (CAB) is primarily convened to:

Accepted Answer

Evaluate and authorize significant or high-risk changes

Answer

Approve service level agreements with customers

Answer

Coordinate the deployment of software releases into production

Answer

Investigate the root cause of major incidents

Question 6

Which of the following best describes the relationship between incident management and problem management in ISO 20000?

Accepted Answer

Incident management triggers problem management when the root cause of an incident cannot be immediately identified

Answer

They are the same process with different names

Answer

Problem management replaces incident management once a workaround is found

Answer

Incident management is only activated after problem management closes a problem record