FREE ISO 20000 Control and Support Processes 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 Control and Support Processes Questions and Answers flashcards as text
Which process within ISO 20000 is primarily responsible for ensuring that all changes to services are assessed, approved, and implemented in a controlled manner?
Answer: Change management
Change management controls the lifecycle of all changes to minimize disruption and ensure proper authorization before implementation.
What is the primary purpose of configuration management as defined in ISO/IEC 20000?
Answer: To maintain an accurate record of all configuration items and their relationships
Configuration management maintains information about configuration items, including their relationships, to support other service management processes.
In ISO 20000, what does the release and deployment management process ensure?
Answer: That releases are planned, built, tested, and deployed successfully into the live environment
Release and deployment management ensures that releases are distributed and successfully deployed according to agreed plans and schedules.
Which of the following is a key output of the incident management process under ISO 20000?
Answer: Restored service operation and incident records
Incident management focuses on restoring normal service operation as quickly as possible and maintaining records of all incidents for analysis.
What distinguishes a service request from an incident in the context of ISO 20000 control and support processes?
Answer: A service request is a user request for information or a standard change, while an incident is an unplanned interruption
ISO 20000 distinguishes service requests as pre-defined, low-risk user requests, whereas incidents represent unplanned service interruptions or quality reductions.
What role does problem management play in supporting the control processes of ISO 20000?
Answer: It identifies root causes of incidents to prevent recurrence and minimize impact
Problem management investigates the underlying root causes of incidents and initiates actions to prevent them from recurring.