ISO 20000 Certification Change Management 3

Question 1

A change request is submitted but lacks sufficient information to assess its risk. According to ISO 20000, what should happen?

Accepted Answer

Return it to the requester for clarification

Answer

Incomplete change requests must be returned for more information before they can be properly evaluated and authorized.

Question 2

In ISO 20000, which term describes the coordinated activity of moving a tested change from the test environment to the live environment?

Accepted Answer

Deployment

Answer

Deployment is the activity that transfers an approved, tested change into the live service environment.

Question 3

ISO 20000 change management requires a remediation plan. When is this plan MOST critical?

Accepted Answer

When implementing a high-risk or complex change

Answer

High-risk changes require a remediation (back-out) plan so the organization can recover if the change fails.

Question 4

Which metric would BEST demonstrate the effectiveness of change management to ISO 20000 auditors?

Accepted Answer

Percentage of changes causing incidents (change-related incidents)

Answer

The rate of change-related incidents directly measures how well change management controls risk and protects service quality.

Question 5

ISO 20000 states that the change management process must interface with which process to ensure infrastructure records stay accurate after a change?

Accepted Answer

Configuration management

Answer

Configuration management must be updated after every change to maintain accurate CMDB records reflecting the current state of infrastructure.

ISO 20000 Certification Practice Test