ISO 20000 Service Delivery Processes 1 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 ISO 20000 Service Delivery Processes 1 flashcards as text
What is the primary purpose of availability management within ISO 20000 service delivery processes?
Answer: To plan, monitor, measure, and improve agreed service availability to meet business requirements
Availability management in ISO 20000 is a proactive process focused on planning, monitoring, and continually improving service availability so that agreed targets defined in SLAs can be consistently met.
Under ISO 20000, which statement best describes a key requirement of information security management as part of service delivery?
Answer: Security controls must be selected and implemented based on the results of a risk assessment
ISO 20000 requires that security controls be proportionate and justified by risk assessment results, ensuring a risk-based rather than blanket approach to information security within service delivery.
In ISO 20000, what must an organization establish as part of budgeting and accounting for IT services?
Answer: Policies and procedures for budgeting, cost allocation, and financial control of IT services
ISO 20000 requires organizations to establish documented policies and procedures for budgeting and accounting so that costs are tracked, allocated, and managed — but does not mandate a specific charge-back or external certification model.
According to ISO 20000, what should formally trigger a review of an existing Service Level Agreement (SLA)?
Answer: Significant changes to services or business requirements, or at pre-defined planned intervals
ISO 20000 requires SLAs to be reviewed when there are material changes to the service or business needs, and also at planned intervals, ensuring agreements remain current and reflective of actual service capabilities.
How does ISO 20000 specify that service continuity plans must be tested?
Answer: At planned intervals defined by the organization to verify their effectiveness
ISO 20000 requires testing of service continuity plans at planned intervals, leaving organizations to define their own appropriate frequency and test types — the standard does not prescribe a fixed annual schedule or restrict testing to real events.
In ISO 20000, how does capacity management support service level management within service delivery processes?
Answer: Capacity management provides input and analysis to ensure that service level targets can realistically be met
ISO 20000 positions capacity management as a key enabler of service level management — capacity data, forecasting, and planning directly inform whether service level targets are achievable and sustainable over time.