ISO 20000 Certification ISO 20000 Design and Transition Processes 1

Question 1

What is the primary output of the service design phase that is handed over to service transition in ISO 20000?

Accepted Answer

Service Design Package (SDP)

Answer

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?

Accepted Answer

Capacity management

Answer

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?

Accepted Answer

Confirm that the new or changed service meets agreed service requirements before release

Answer

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?

Accepted Answer

Plan and coordinate the resources needed across all service transition processes

Answer

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?

Accepted Answer

IT service continuity management

Answer

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.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Design and Transition Processes 1