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
A release fails and must be rolled back. Which ISO 20000 process provides the rollback plan and ensures configuration records are restored?
Answer: Release and deployment management coordinating with configuration management
Release and deployment management should include a back-out plan, and configuration management ensures CMDB records are restored to the pre-release baseline.
Which of the following is NOT typically a trigger for raising a problem record under ISO 20000?
Answer: A completed change that was successfully implemented
A successfully completed change does not by itself trigger a problem record; problems are raised to investigate unknown causes or recurring failures.
In ISO 20000, what is the role of the change advisory board (CAB)?
Answer: To provide advice and recommendations on whether changes should be authorized
The CAB advises the change authority on the risks and impacts of proposed changes; it does not implement changes itself.
Under ISO 20000-1, configuration management must define which of the following at the start of the process?
Answer: The scope, naming convention, and attributes to be recorded for configuration items
Configuration management must establish scope boundaries, CI naming standards, and the attributes that will be tracked in order to maintain useful and consistent records.
A problem has been investigated but no root cause has been found; however, a workaround exists. What is the correct status of this record in ISO 20000?
Answer: Known error, because the problem is recognized and a workaround is documented
A problem becomes a known error when it is acknowledged and a workaround is documented, even if the root cause remains unresolved.
Which ISO 20000 process ensures that only tested and authorized versions of software are used in the live environment?
Answer: Release and deployment management
Release and deployment management controls the packaging, testing, and deployment of new or changed software to ensure only authorized versions reach production.
When evaluating the impact of a proposed change, the change manager should primarily consult which resource for dependency information?
Answer: The CMDB / configuration management data
The CMDB contains dependency mappings between configuration items, enabling the change manager to understand downstream impacts before authorizing a change.