ISO 20000 Certification Change Management 2

Question 1

In ISO 20000-1, which body is responsible for approving changes that have significant risk or broad organizational impact?

Accepted Answer

Change Advisory Board (CAB)

Answer

The Change Advisory Board (CAB) is convened to evaluate, authorize, or escalate high-risk or high-impact changes.

Question 2

An emergency change is deployed, but the post-implementation review reveals the change caused a service outage. What is the FIRST action according to ISO 20000 change management?

Accepted Answer

Initiate a rollback and raise an incident

Answer

ISO 20000 requires restoring service as soon as possible, so initiating rollback and raising an incident is the correct first action.

Question 3

Which document in ISO 20000 change management formally records every authorized change along with its implementation results?

Accepted Answer

Change record

Answer

A change record captures the full lifecycle of a change from request through closure, including results.

Question 4

ISO 20000 requires that changes be categorized. Which factor PRIMARILY drives the categorization of a change?

Accepted Answer

Risk and impact assessment

Answer

Risk and impact are the primary factors used to categorize changes into standard, normal, or emergency types.

Question 5

A service provider wants to implement changes without disrupting agreed service levels. Which ISO 20000 process must be consulted when scheduling changes?

Accepted Answer

Service level management

Answer

Service level management defines the agreed service windows and must be consulted to avoid breaching SLAs during change implementation.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Change Management 2