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
An organization is designing a service that must meet a 99.9% monthly availability target. Which design component is most critical to include to achieve this?
Answer: Redundancy and failover mechanisms
Redundancy and failover mechanisms are essential design elements that directly support achieving high availability targets.
Under ISO 20000-1, what is required when a service design reveals that existing infrastructure cannot support a proposed new service?
Answer: Capacity and resource plans must be updated to address the gap
ISO 20000 requires that capacity and resource planning be updated when design reveals infrastructure gaps, ensuring the SMS can support the new service.
Which of the following is an example of a service transition trigger as defined in ISO 20000?
Answer: An approved change request to deploy a new application
An approved change request triggers the service transition process to plan, test, and deploy the new or changed service.
In ISO 20000 service design, which artifact formally defines the functional and non-functional requirements the new service must satisfy?
Answer: The service requirements document
The service requirements document captures both functional and non-functional requirements that the design must satisfy before transition begins.
An ISO 20000 organization wants to minimize disruption during the transition of a high-impact service. Which approach best aligns with the standard's requirements?
Answer: Phasing the transition and piloting in a limited environment first
ISO 20000 supports phased or piloted transitions to reduce risk and disruption, ensuring the service is proven before full deployment.
What does ISO 20000-1 require organizations to do when a service transition does not meet its acceptance criteria?
Answer: Decide on remediation actions before proceeding with release
When acceptance criteria are not met, ISO 20000 requires the organization to determine and implement remediation actions before the service is released.
Which ISO 20000 concept requires that service design consider how the service will be retired or replaced at the end of its useful life?
Answer: Service lifecycle planning
ISO 20000 requires service lifecycle planning, meaning design must account for eventual retirement or replacement of the service, not just its initial deployment.