Service Design and Transition Flashcards
6 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 6 Service Design and Transition flashcards as text
A service provider is planning the introduction of a new cloud storage service. According to ISO 20000, which process is primarily responsible for ensuring that the new service has sufficient capacity and performance to meet both current and future agreed-upon business requirements?
Answer: Capacity Management
ISO 20000 requires the Capacity Management process to ensure that the service provider has enough capacity to meet current and future customer needs. This includes identifying and agreeing on capacity and performance requirements with the customer during the service design phase.
During the transition of a changed service, an organization's release policy, as required by ISO 20000, should be established and agreed upon with the customer. What essential information must this policy define?
Answer: The frequency and type of releases
According to ISO 20000, the Release and Deployment Management process requires the service provider to establish and agree upon a release policy with the customer. This policy must state the frequency and type of releases to manage expectations and ensure a controlled transition into the live environment.
A financial services company is preparing to launch a new mobile banking application. To comply with ISO 20000 standards for the design and transition of a new service, which of the following activities is a mandatory part of the process?
Answer: Testing the new service to verify it fulfills the documented design and service requirements
ISO 20000 explicitly states that the transition of new or changed services includes testing the service to verify that it meets the documented design and fulfills the agreed-upon service requirements before it goes live.
Which of the following is a key objective of the Change Management process within the 'Design and transition of new or changed services' clause of ISO 20000?
Answer: To ensure all changes are assessed, approved, implemented, and reviewed in a controlled manner.
The primary objective of the Change Management process, as defined by ISO 20000, is to provide control over the lifecycle of all changes, ensuring that they are properly assessed for impact, approved by appropriate authorities, implemented correctly, and reviewed for success.
An organization is updating its Service Catalogue to include a new premium support tier. According to ISO 20000, the Service Catalogue Management process must ensure the catalogue is:
Answer: Maintained to be accurate and reflects the current services offered.
The ISO 20000 standard for Service Catalogue Management requires the service provider to maintain the service catalogue, ensuring it contains accurate and up-to-date information about the services being offered to customers.
When transitioning a significantly changed service into the live environment, the Release and Deployment Management process fails, and the deployment must be reversed. What essential component should have been included in the Release and Deployment plan according to best practices aligned with ISO 20000?
Answer: A detailed back-out or remediation plan.
A critical part of planning for release and deployment, in alignment with the controlled approach of ISO 20000, is to have a documented back-out or remediation plan. This plan details the steps to revert to the previous state if the deployment is unsuccessful, minimizing service disruption.