ISO 20000 Certification Cheat Sheet 2026

The 30 highest-yield ISO 20000 Certification facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. The SRRS uses a point-based, numerical rating system with a measurement called ____ to give cumulative stress levels a numerical value. → life changing units
2. What is a key output of the service design phase according to ISO 20000? → A service design package containing all design documentation
3. What is the goal of the practice of'service level management'? → To set clear business-based targets for service levels
4. Which activity is part of the budgeting and accounting for services process under ISO 20000? → Tracking costs of service delivery and accounting for them against budgets
5. Which process in ISO 20000 is responsible for ensuring that all changes to services are assessed, approved, and controlled? → Change management
6. A drug test on an employee is best described as an example of: → Feedforward Control
7. Which of the seven steps in the improvement process is the first? → Define what you should measure
8. 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
9. Which of the subsequent is not often kept in the CMDB? → Laptop
10. Which activity in the ITIL 4 Service Value Chain focuses on ensuring a shared understanding of the vision, current status, and improvement direction? → Plan
11. During an ISO 20000 audit, an auditor discovers that incident records lack root cause analysis. Which clause is most directly affected? → Incident management
12. Which practice in ITIL 4 is responsible for minimizing the negative impact of incidents by restoring normal service operation as quickly as possible? → Incident management
13. Which activity is part of the service reporting process in ISO 20000? → Producing reports on service performance against agreed targets
14. Which document provides evidence that monitoring, measurement, analysis, and evaluation of the SMS have been performed? → Management review records and internal audit reports
15. According to ISO 20000, what should happen if an emergency change is implemented without following the standard approval process? → It must be retrospectively reviewed and documented
16. SIP stands for________. → Service Improvement Plan
17. According to ISO 20000, what should be documented when designing service continuity measures for a new service? → Recovery objectives, continuity plans, and testing schedules
18. During an internal audit of an ISO 20000-compliant SMS, which finding would represent a nonconformity? → No documented procedure exists for handling major incidents
19. What is the primary purpose of conducting a post-deployment review during service transition? → To verify the service meets its intended outcomes and identify lessons learned
20. Who is eligible to apply for ISO 20000 compliance certification? → Any organization that implements IT service management.
21. Anyone who develops, provides, or supports a configuration item in the specified IT environment is the CI _________. → Owner
22. Which activity is a key component of the problem management process in ISO 20000? → Root cause analysis of recurring incidents
23. What is the primary purpose of configuration management as defined in ISO/IEC 20000? → To maintain an accurate record of all configuration items and their relationships
24. What key metric is primarily used to evaluate a supplier's performance under ISO 20000? → Adherence to agreed service level targets
25. What is the purpose of the continual improvement process in ISO 20000? → To systematically improve the effectiveness and efficiency of services and the SMS
26. How can strategic organizational change be managed? → All of these are correct
27. What does an ISO 20000 Auditor do? → To assess and verify whether an organization conforms to the ISO 20000 standards.
28. What kind of professional resource might be provided to a worker going through a period of change? → Skills training
29. Which of the following is a key output of the Service Level Management process in an ISO 20000-compliant SMS? → A schedule of all planned infrastructure changes for the next quarter.
30. During service transition, what is the purpose of knowledge transfer activities? → To ensure operations and support staff can effectively manage the new service