Service Design and Transition 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 Service Design and Transition flashcards as text
Under ISO 20000-1, which document must be produced as part of the service design process to describe how a new or changed service will be delivered?
Answer: Service design package
A service design package documents all aspects of a service and its requirements through each stage of its lifecycle, including design specifications.
When transitioning a new service into production under ISO 20000, what must be tested before go-live to ensure the service can be restored if deployment fails?
Answer: Rollback or back-out plans
ISO 20000 requires that back-out plans be tested prior to deployment so that the service can be safely restored if the transition fails.
Which ISO 20000-1 clause governs the planning of new or changed services to ensure the SMS can support them before they are released?
Answer: Clause 8.2 — Planning new or changed services
Clause 8.2 specifically requires organizations to plan the design, transition, delivery, and improvement of services, including new or changed ones.
During service design for ISO 20000 compliance, which of the following is a mandatory input that must be considered when designing availability requirements?
Answer: Service level requirements agreed with customers
Service level requirements agreed with customers define the availability targets that the service design must satisfy.
An organization adopting ISO 20000 wants to ensure that service transition does not introduce unacceptable risk. Which control is most directly applicable?
Answer: Conducting a risk assessment as part of the transition plan
ISO 20000 requires a risk assessment during service transition to identify and mitigate risks before go-live.
In ISO 20000, what is the primary purpose of acceptance criteria defined during service transition?
Answer: To confirm the service meets agreed requirements before release
Acceptance criteria ensure that a service or change meets the agreed requirements and is ready for release into the live environment.
Under ISO 20000, responsibility for approving the release of a new service into the live environment typically rests with which body?
Answer: An authorized change or release authority
ISO 20000 requires that releases be authorized by a defined change or release authority before they enter the live environment.