ISO 20000 Certification Change Management 5

Question 1

A change to a critical database is being planned. ISO 20000 requires that this change be tested. In which environment should testing occur BEFORE deployment to production?

Accepted Answer

A test or non-production environment that mirrors production

Answer

ISO 20000 requires testing in a controlled, non-production environment that represents production conditions to minimize risk.

Question 2

Which of the following BEST describes the relationship between change management and release management in ISO 20000?

Accepted Answer

Change management authorizes changes; release management plans and deploys them

Answer

ISO 20000 treats change management as the authorization gate and release management as the deployment mechanism, and they work in sequence.

Question 3

An ISO 20000-compliant organization notices that the number of unauthorized changes is increasing. What is the MOST appropriate corrective action?

Accepted Answer

Review and strengthen the change management procedure and enforcement controls

Answer

Increasing unauthorized changes indicate a process control failure; strengthening the procedure and its enforcement is the root-cause corrective action.

Question 4

Under ISO 20000, which document defines the criteria and authority levels for approving changes of different risk levels?

Accepted Answer

Change management policy

Answer

The change management policy establishes who can authorize changes at each risk level and the criteria for categorization.

Question 5

A service provider must demonstrate continual improvement of its change management process. Which ISO 20000 activity supports this?

Accepted Answer

Regular review of change management KPIs and trend analysis to identify improvements

Answer

Continual improvement requires measuring performance through KPIs and using trend analysis to identify and act on opportunities to improve the process.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Change Management 5