IT Service Management 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 IT Service Management flashcards as text
Which document in ISO 20000 defines the boundaries and applicability of the SMS, and is required for certification?
Answer: Scope Statement
The scope statement defines the boundaries of the SMS and must be documented; it is a key artefact reviewed during certification audits.
A recurring incident affecting many users is identified as having an unknown root cause. ISO 20000 requires escalation to:
Answer: Problem Management
Problem Management investigates the root cause of recurring or significant incidents to prevent future occurrences.
Under ISO 20000 Capacity Management, which sub-process focuses on meeting current and near-term service demands?
Answer: Service Capacity Management
Service Capacity Management focuses on the end-to-end performance of live services to meet current and near-term agreed service levels.
ISO 20000 requires that changes to services are evaluated for risk before authorization. This evaluation is primarily the responsibility of:
Answer: The Change Advisory Board (CAB) or designated authority
The CAB or a designated change authority reviews and authorizes changes based on risk and impact assessment.
Which ISO 20000 process manages the transition of new or changed services into the live environment?
Answer: Release and Deployment Management
Release and Deployment Management plans, schedules, and controls the build, test, and deployment of releases into the live environment.
An organization wants to outsource part of its IT service delivery to a third party. Under ISO 20000, what must the organization ensure?
Answer: Supplier processes align with SMS requirements and are governed by a formal contract
ISO 20000 requires that supplier relationships are governed by formal contracts and that supplier processes meet SMS requirements.
Which metric is most aligned with measuring Availability Management performance under ISO 20000?
Answer: Mean Time Between Failures (MTBF)
MTBF measures the average time between service failures and is a key metric for assessing and improving service availability.