ISO 20000 Certification ISO 20000 Service Design and Transition 1

Question 1

Which ISO 20000 process is responsible for defining the capacity requirements needed to support a new service before it is deployed?

Accepted Answer

Capacity management

Answer

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)?

Accepted Answer

To document the agreed performance targets between provider and customer

Answer

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?

Accepted Answer

Organizational readiness assessment

Answer

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?

Accepted Answer

To provide a comprehensive set of documentation defining all aspects of a service and its requirements

Answer

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?

Accepted Answer

Change management provides authorization and control to ensure transitions are planned and approved

Answer

Change management ensures that all transitions—whether for new or changed services—are formally evaluated, authorized, and tracked, providing governance over the transition process.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ISO 20000 Service Design and Transition 1