ISO 20000 Certification Change Management 4

Question 1

ISO 20000-1 requires that the change management process address changes to which scope?

Accepted Answer

All services, infrastructure, and supporting components within the SMS

Answer

ISO 20000 change management covers all components of the service management system (SMS) including services, tools, and supporting infrastructure.

Question 2

An organization identifies that multiple failed changes originated from the same root cause. Which ISO 20000 process should be engaged to address the underlying issue?

Accepted Answer

Problem management

Answer

Problem management investigates root causes of repeated failures, including those triggered by changes, to prevent recurrence.

Question 3

Which element MUST a standard change have before it can be implemented without going through the full change authorization process?

Accepted Answer

Pre-approval based on a documented, low-risk procedure

Answer

Standard changes are pre-approved because they follow a documented, tested procedure with known low risk, eliminating the need for case-by-case authorization.

Question 4

ISO 20000 requires change records to be retained. What is the PRIMARY reason for keeping historical change records?

Accepted Answer

To support trend analysis, audits, and future change decisions

Answer

Historical change records enable trend analysis to detect recurring issues, support audits, and inform better future change decisions.

Question 5

During an ISO 20000 audit, an assessor asks for evidence that changes are evaluated before authorization. Which artifact BEST satisfies this requirement?

Accepted Answer

Completed change records showing risk assessment and approval signatures

Answer

Completed change records with risk assessments and approval evidence directly demonstrate the evaluation and authorization steps required by ISO 20000.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Change Management 4