FREE ISO 20000 Certification Change Management Questions and Answers 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 FREE ISO 20000 Certification Change Management Questions and Answers flashcards as text
According to ISO 20000, what should happen if an emergency change is implemented without following the standard approval process?
Answer: It must be retrospectively reviewed and documented
Emergency changes must still be retrospectively reviewed, documented, and formally recorded to maintain process integrity.
Which metric is most useful for evaluating the effectiveness of the change management process?
Answer: Percentage of changes that result in incidents
The percentage of failed changes directly measures how well the change process controls risk and ensures quality.
What is the primary purpose of a change schedule in ISO 20000?
Answer: To provide a timeline of approved and planned changes
The change schedule communicates the timeline and coordination of approved and planned changes to all stakeholders.
In ISO 20000, what factor should determine whether a change is classified as major or minor?
Answer: The level of risk and potential impact on services
Changes are classified based on their assessed risk level and potential impact on live services and customers.
What role does the change policy play within the ISO 20000 change management process?
Answer: It establishes the scope, objectives, and principles governing how changes are managed
The change policy sets the overarching framework including scope, objectives, and guiding principles for managing changes.
Why does ISO 20000 require that change management interfaces with service level management?
Answer: To ensure changes do not negatively affect agreed service levels
Integration with service level management ensures that changes are evaluated for their potential effect on committed service levels.