Design and Transition 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 Design and Transition Processes flashcards as text
In ISO 20000, which role holds overall accountability for ensuring a service is designed to meet agreed requirements?
Answer: Service owner
The service owner is accountable for the end-to-end service and ensures its design meets agreed customer and business requirements.
During service design, an organization discovers that a critical supplier cannot meet the required service availability target. What should the organization do FIRST?
Answer: Assess alternative suppliers or redesign the service to reduce the dependency
The organization should evaluate alternatives or redesign to close the availability gap before committing to deployment.
Which ISO 20000 process ensures that newly transitioned services do not negatively impact existing live services?
Answer: Change management
Change management evaluates the impact of changes on existing services and coordinates safe implementation to avoid disruption.
What does ISO 20000 require organizations to establish during the design phase to verify that a new service meets its objectives after go-live?
Answer: A post-implementation review plan
A post-implementation review plan defines how and when the organization will assess whether the service has achieved its intended outcomes after deployment.
Which of the following is a key input to the service design process under ISO 20000?
Answer: Customer requirements and service level targets
Customer requirements and agreed service level targets are the primary inputs that drive design decisions for a new or changed service.
During transition, the release manager identifies that a deployment window will impact a critical business period. Under ISO 20000, what is the BEST course of action?
Answer: Reschedule the release to a lower-risk window in coordination with the business
ISO 20000 requires that deployment timing is coordinated with business needs to minimize disruption to operations.
What is the PRIMARY purpose of establishing a configuration baseline during service transition in ISO 20000?
Answer: To provide a reference point for rollback if the transition fails
A configuration baseline captures the known-good state of components so the environment can be restored if the transition encounters problems.