ISO 20000 Certification ISO 20000 Design and Transition Processes 1 — Questions and Answers
Question 1: What is the primary output of the service design phase that is handed over to service transition in ISO 20000?
- Service Design Package (SDP) (Correct answer)
- Operational Level Agreement (OLA)
- Request for Change (RFC)
- Service Improvement Plan (SIP)
Correct answer: Service Design Package (SDP)
The Service Design Package (SDP) is the key deliverable of the design phase. It contains all aspects of the service and its requirements throughout each stage of the lifecycle, and serves as the main input into service transition.
Question 2: Which ISO 20000 process is responsible for ensuring that the capacity of IT infrastructure will meet agreed service level targets before a new service is deployed?
- Capacity management (Correct answer)
- Availability management
- IT service continuity management
- Incident management
Correct answer: Capacity management
Capacity management is responsible for ensuring that current and future capacity and performance demands of the customer can be met cost-effectively. It must be addressed during design to prevent performance failures after go-live.
Question 3: In ISO 20000, service validation and testing is conducted primarily to achieve which outcome?
- Assign ownership of the service to the operations team
- Confirm that the new or changed service meets agreed service requirements before release (Correct answer)
- Document the total cost of ownership of the service
- Update the service portfolio with the new service entry
Correct answer: Confirm that the new or changed service meets agreed service requirements before release
Service validation and testing ensures that a new or changed service will deliver the value and outcomes required, and that it meets its agreed requirements, reducing the risk of failures after the service enters live operation.
Question 4: What is the main function of transition planning and support in ISO 20000?
- Define service level targets for new services
- Manage incidents that arise during the transition period
- Plan and coordinate the resources needed across all service transition processes (Correct answer)
- Approve new services for inclusion in the service catalog
Correct answer: Plan and coordinate the resources needed across all service transition processes
Transition planning and support oversees and coordinates the overall transition effort. It plans and coordinates resources across all service transition processes so that agreed quality targets are met on time and within budget.
Question 5: During service design in ISO 20000, which process defines how a service will be restored to normal operation following a major failure or disaster?
- Availability management
- IT service continuity management (Correct answer)
- Problem management
- Change management
Correct answer: IT service continuity management
IT service continuity management (ITSCM) ensures that the required IT service continuity and recovery capabilities can be maintained. It must be designed into a service so that recovery plans exist before the service goes live.
Question 6: In ISO 20000, which of the following best describes the relationship between change management and service transition?
- Change management is only invoked after a service has completed transition
- All changes introduced during transition must be assessed and authorized through the change management process (Correct answer)
- Service transition operates independently of change management to avoid delays
- Change management replaces the need for service validation and testing during transition
Correct answer: All changes introduced during transition must be assessed and authorized through the change management process
ISO 20000 requires that all changes, including those made during service transition, are subject to the change management process. This ensures that risks are assessed and that changes are authorized before being implemented.
ISO 20000 Certification ISO 20000 Design and Transition Processes 1
What is the primary output of the service design phase that is handed over to service transition in ISO 20000?