Change Management Flashcards
7 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Change Management flashcards as text
In ISO 20000-1, which body is responsible for approving changes that have significant risk or broad organizational impact?
Answer: Change Advisory Board (CAB)
The Change Advisory Board (CAB) is convened to evaluate, authorize, or escalate high-risk or high-impact changes.
An emergency change is deployed, but the post-implementation review reveals the change caused a service outage. What is the FIRST action according to ISO 20000 change management?
Answer: Initiate a rollback and raise an incident
ISO 20000 requires restoring service as soon as possible, so initiating rollback and raising an incident is the correct first action.
Which document in ISO 20000 change management formally records every authorized change along with its implementation results?
Answer: Change record
A change record captures the full lifecycle of a change from request through closure, including results.
ISO 20000 requires that changes be categorized. Which factor PRIMARILY drives the categorization of a change?
Answer: Risk and impact assessment
Risk and impact are the primary factors used to categorize changes into standard, normal, or emergency types.
A service provider wants to implement changes without disrupting agreed service levels. Which ISO 20000 process must be consulted when scheduling changes?
Answer: Service level management
Service level management defines the agreed service windows and must be consulted to avoid breaching SLAs during change implementation.
Under ISO 20000, what is the purpose of a 'change freeze'?
Answer: To prevent changes during periods of high business risk or critical operations
A change freeze prohibits non-emergency changes during critical business periods to protect service stability.
Which ISO 20000 requirement ensures that a change does not introduce unauthorized configuration items into the live environment?
Answer: Integration between change management and configuration management
Change and configuration management integration ensures only authorized and correctly recorded CIs are introduced through the change process.