ISO 20000 Certification ISO 20000 Design and Transition Processes Questions and Answers 2

Question 1

Which activity is primarily associated with the design coordination process in ISO 20000?

Accepted Answer

Ensuring new or changed services meet agreed requirements

Answer

Monitoring live service performance metrics

Answer

Conducting post-incident reviews

Answer

Managing supplier contract renewals

Question 2

What is the main purpose of the release and deployment management process under ISO 20000?

Accepted Answer

To build, test, and deliver the capability to provide the services specified by service design

Answer

To identify and log all incidents affecting service availability

Answer

To negotiate service level agreements with customers

Answer

To perform root cause analysis on recurring problems

Question 3

During service transition, what must be assessed before deploying a new service into the live environment?

Accepted Answer

The readiness of the service, support arrangements, and acceptance criteria

Answer

The total number of incidents logged in the previous quarter

Answer

Customer satisfaction survey results from the last reporting period

Answer

The financial audit status of the service provider

Question 4

In ISO 20000, which document typically defines the acceptance criteria for transitioning a new service?

Accepted Answer

Service design plan

Answer

Incident management policy

Answer

Capacity management report

Answer

Supplier catalog

Question 5

What role does configuration management play during the design and transition processes?

Accepted Answer

It ensures accurate information about service assets and configurations is available for design and transition decisions

Answer

It handles all customer communications regarding planned outages

Answer

It authorizes emergency changes to production systems

Answer

It calculates the return on investment for new services

Question 6

Which risk is specifically addressed by testing activities within the transition process of ISO 20000?

Accepted Answer

The risk that a new or changed service will not perform as designed in the live environment

Answer

The risk of losing supplier contracts during negotiation

Answer

The risk of exceeding the annual IT budget allocation

Answer

The risk of staff turnover in the service desk team