Control and Support Processes 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 Control and Support Processes flashcards as text
Which ISO 20000-1 process is primarily responsible for tracking and controlling changes to configuration items throughout their lifecycle?
Answer: Configuration management
Configuration management tracks and controls the status of configuration items (CIs) throughout their lifecycle, maintaining accurate records in the CMDB.
A configuration baseline in ISO 20000 serves which primary purpose?
Answer: To document approved configuration at a specific point in time for reference or rollback
A configuration baseline captures the approved configuration of a system at a specific point, enabling comparison and rollback when needed.
Under ISO 20000-1, who is accountable for ensuring the configuration management database (CMDB) remains accurate?
Answer: The process owner of configuration management
The configuration management process owner is accountable for the accuracy and integrity of CMDB data.
What distinguishes a 'standard change' from a 'normal change' in ISO 20000 change management?
Answer: Standard changes are pre-authorized with a known, low risk and documented procedure
Standard changes are pre-authorized because they follow a proven, low-risk procedure, eliminating the need for individual CAB review each time.
In ISO 20000, the problem management process aims to do which of the following as a long-term goal?
Answer: Eliminate recurring incidents by identifying and resolving their root causes
Problem management focuses on root cause analysis and elimination to prevent future incidents, making it a proactive and long-term process.
Which artifact does problem management produce to document a workaround and root cause for a known issue?
Answer: Known error record
A known error record documents the root cause (if identified) and any available workaround so service desk staff can resolve related incidents faster.
ISO 20000-1 requires that release and deployment management coordinate with which other process to ensure configuration records are updated after a release?
Answer: Configuration management
After a release is deployed, configuration management must update the CMDB to reflect the new state of affected configuration items.