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, if a service transition reveals that new roles and responsibilities are required to operate the service, what must the organization do?
Answer: Define and assign those roles before the service goes live
ISO 20000 requires that roles and responsibilities for operating a new service be defined and assigned prior to go-live as part of the transition.
Which statement best describes the scope of service design within an ISO 20000 SMS?
Answer: Service design covers new services, changed services, and retired services
ISO 20000 service design applies across the full service lifecycle, including new services, significant changes to existing services, and services being retired.
An organization's service design process identifies a dependency on a third-party API that has no SLA. Under ISO 20000, what must be done before the service is transitioned?
Answer: Establish a formal agreement with the third-party supplier
ISO 20000 supplier management requirements mean that critical third-party dependencies must be covered by formal agreements before a service goes live.
During service transition testing in an ISO 20000-compliant organization, which environment should be used to avoid risk to live services?
Answer: A dedicated test environment separate from production
ISO 20000 requires that testing be conducted in an environment separate from production to prevent disruption to live services.
When ISO 20000-1 refers to 'transition criteria,' what does this mean in practice?
Answer: Defined conditions that must be met before a service moves from one lifecycle stage to another
Transition criteria are defined conditions — such as test completion and stakeholder sign-off — that must be satisfied before a service advances to the next lifecycle stage.
An ISO 20000 service design team is creating a continuity plan for a new service. Which aspect must be addressed during design, not after go-live?
Answer: Recovery time objectives and recovery point objectives for the service
Recovery time objectives (RTO) and recovery point objectives (RPO) are continuity requirements that must be designed into the service from the outset.
Under ISO 20000, which of the following best describes a 'pilot' deployment in the context of service transition?
Answer: A limited release to a subset of users to validate the service before full rollout
A pilot deployment releases the service to a limited user group to validate real-world performance before committing to a full rollout, reducing transition risk.