ISO 20000 Certification ISO 20000 Design and Transition Processes Questions and Answers 2 — Questions and Answers
Question 1: Which activity is primarily associated with the design coordination process in ISO 20000?
- Ensuring new or changed services meet agreed requirements (Correct answer)
- Monitoring live service performance metrics
- Conducting post-incident reviews
- Managing supplier contract renewals
Correct answer: Ensuring new or changed services meet agreed requirements
Design coordination ensures that new or changed services are designed to meet the agreed requirements before transition into the live environment.
Question 2: What is the main purpose of the release and deployment management process under ISO 20000?
- To build, test, and deliver the capability to provide the services specified by service design (Correct answer)
- To identify and log all incidents affecting service availability
- To negotiate service level agreements with customers
- To perform root cause analysis on recurring problems
Correct answer: To build, test, and deliver the capability to provide the services specified by service design
Release and deployment management is responsible for building, testing, and delivering changes into the live environment as designed.
Question 3: During service transition, what must be assessed before deploying a new service into the live environment?
- The readiness of the service, support arrangements, and acceptance criteria (Correct answer)
- The total number of incidents logged in the previous quarter
- Customer satisfaction survey results from the last reporting period
- The financial audit status of the service provider
Correct answer: The readiness of the service, support arrangements, and acceptance criteria
Before deployment, readiness assessments verify the service meets acceptance criteria and that support arrangements are in place.
Question 4: In ISO 20000, which document typically defines the acceptance criteria for transitioning a new service?
- Service design plan (Correct answer)
- Incident management policy
- Capacity management report
- Supplier catalog
Correct answer: Service design plan
The service design plan establishes acceptance criteria that must be satisfied before a service transitions to live operation.
Question 5: What role does configuration management play during the design and transition processes?
- It ensures accurate information about service assets and configurations is available for design and transition decisions (Correct answer)
- It handles all customer communications regarding planned outages
- It authorizes emergency changes to production systems
- It calculates the return on investment for new services
Correct answer: It ensures accurate information about service assets and configurations is available for design and transition decisions
Configuration management provides reliable data about service components, which is essential for making informed design and transition decisions.
Question 6: Which risk is specifically addressed by testing activities within the transition process of ISO 20000?
- The risk that a new or changed service will not perform as designed in the live environment (Correct answer)
- The risk of losing supplier contracts during negotiation
- The risk of exceeding the annual IT budget allocation
- The risk of staff turnover in the service desk team
Correct answer: The risk that a new or changed service will not perform as designed in the live environment
Testing during transition specifically mitigates the risk that services will fail to meet design specifications when deployed to the live environment.
ISO 20000 Certification ISO 20000 Design and Transition Processes Questions and Answers 2
Which activity is primarily associated with the design coordination process in ISO 20000?