ISO 20000 Certification ISO 20000 Service Design and Transition 1 — Questions and Answers
Question 1: Which ISO 20000 process is responsible for defining the capacity requirements needed to support a new service before it is deployed?
- Capacity management (Correct answer)
- Change management
- Incident management
- Problem management
Correct answer: Capacity management
Capacity management ensures that the infrastructure and resources required to support a new service are identified and provisioned during service design, before the service goes live.
Question 2: During service design in ISO 20000, what is the primary role of service level agreements (SLAs)?
- To define the penalties for service failures
- To document the agreed performance targets between provider and customer (Correct answer)
- To list all known risks associated with the service
- To authorize the release of new services into production
Correct answer: To document the agreed performance targets between provider and customer
SLAs document the mutually agreed service performance targets and responsibilities between the service provider and customer, forming the baseline against which service quality is measured.
Question 3: In ISO 20000 service transition, which activity ensures that all affected support teams are prepared to operate a new or changed service?
- Service validation
- Organizational readiness assessment (Correct answer)
- Continual improvement review
- Risk register update
Correct answer: Organizational readiness assessment
An organizational readiness assessment evaluates whether the people, processes, and tools needed to support the new service are in place before transition, reducing the risk of operational disruptions.
Question 4: What is the purpose of a service design package (SDP) in ISO 20000?
- To record all incidents raised during the service lifecycle
- To provide a comprehensive set of documentation defining all aspects of a service and its requirements (Correct answer)
- To outline the financial budget for service operations
- To list all approved changes to existing services
Correct answer: To provide a comprehensive set of documentation defining all aspects of a service and its requirements
A service design package collects all the information needed to build, test, deploy, and operate a service, ensuring that every aspect is documented and agreed before transition begins.
Question 5: Which of the following best describes the relationship between change management and service transition in ISO 20000?
- Change management operates independently and does not influence transition activities
- Change management provides authorization and control to ensure transitions are planned and approved (Correct answer)
- Service transition replaces change management once a new service is ready
- Change management only applies to emergency changes during incidents
Correct answer: Change management provides authorization and control to ensure transitions are planned and approved
Change management ensures that all transitions—whether for new or changed services—are formally evaluated, authorized, and tracked, providing governance over the transition process.
Question 6: In ISO 20000, which artifact is used to record the current configuration of a service and its supporting components during transition?
- Service improvement plan
- Configuration management database (CMDB) (Correct answer)
- Service portfolio
- Risk treatment plan
Correct answer: Configuration management database (CMDB)
The CMDB stores detailed records of configuration items (CIs) and their relationships, enabling accurate tracking of service components during transition and throughout the service lifecycle.
ISO 20000 Certification ISO 20000 Service Design and Transition 1
Which ISO 20000 process is responsible for defining the capacity requirements needed to support a new service before it is deployed?