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

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?

Accepted Answer

To prevent incidents from recurring by identifying and eliminating root causes

Answer

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?

Accepted Answer

Request for change (RFC)

Answer

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?

Accepted Answer

Request fulfilment

Answer

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:

Accepted Answer

Evaluate and authorize significant or high-risk changes

Answer

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.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Control and Support Processes 1