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
In ISO 20000, which metric is most directly used to evaluate the effectiveness of problem management?
Answer: Reduction in the number of recurring incidents over time
A reduction in recurring incidents demonstrates that problem management is successfully identifying and eliminating root causes.
An organization implementing ISO 20000 must ensure that emergency changes are handled how?
Answer: By following an expedited but documented process with retrospective review
Emergency changes use an expedited authorization path but must still be documented, and a post-implementation review is conducted after the change.
Which of the following best describes the scope of 'control and support processes' in ISO 20000-1:2018?
Answer: Processes that govern, track, and support delivery of services including change, configuration, release, and problem management
Control and support processes in ISO 20000 encompass the mechanisms that govern service changes, maintain configuration data, manage releases, and resolve problems.
What is the primary purpose of a post-implementation review (PIR) in change management under ISO 20000?
Answer: To verify that the change achieved its objectives and identify lessons learned
A PIR assesses whether the change met its goals and captures lessons learned to improve the change process and future changes.
Under ISO 20000-1, a definitive media library (DML) is associated with which process?
Answer: Release and deployment management / configuration management
The DML, which stores authorized and controlled copies of software, is managed under release and deployment management in coordination with configuration management.
Which statement about the relationship between incident management and problem management in ISO 20000 is correct?
Answer: Incident management restores service; problem management investigates underlying causes
Incident management focuses on restoring service quickly, while problem management investigates and removes the root cause to prevent recurrence.
ISO 20000-1 requires that changes are assessed for which of the following before authorization?
Answer: Risk, impact, and resource requirements
Before authorizing a change, ISO 20000 requires an assessment of its risk, potential impact on services, and the resources needed to implement it.