ISO 20000 Certification Configuration Management 2 — Questions and Answers
Question 1: What is the primary purpose of a Configuration Management Database (CMDB) in ISO 20000?
- To store incident tickets
- To maintain records of configuration items and their relationships (Correct answer)
- To track employee performance
- To log change requests only
Correct answer: To maintain records of configuration items and their relationships
A CMDB stores configuration item (CI) data and their relationships, supporting decision-making across service management processes.
Question 2: Which activity ensures that configuration records accurately reflect the actual state of configuration items?
- Configuration planning
- Configuration identification
- Configuration verification and audit (Correct answer)
- Configuration status accounting
Correct answer: Configuration verification and audit
Configuration verification and audit compares physical assets to their CMDB records to confirm accuracy and completeness.
Question 3: In ISO 20000, which process is most dependent on accurate configuration management data to assess the impact of a proposed change?
- Incident management
- Change management (Correct answer)
- Capacity management
- Service continuity management
Correct answer: Change management
Change management relies on CMDB relationship data to perform impact assessments before approving changes.
Question 4: What does 'configuration item (CI) scope' define in a configuration management plan?
- The number of audits to perform annually
- Which items will be managed and tracked as CIs (Correct answer)
- The tool used for the CMDB
- The roles responsible for change approval
Correct answer: Which items will be managed and tracked as CIs
CI scope defines which assets and services will be identified, tracked, and controlled under configuration management.
Question 5: What is 'configuration baseline' used for in ISO 20000 service management?
- Setting performance benchmarks for staff
- Capturing a known good state of CIs for comparison or rollback (Correct answer)
- Defining SLA targets
- Approving new service requests
Correct answer: Capturing a known good state of CIs for comparison or rollback
A configuration baseline is a snapshot of a CI or set of CIs at a specific point in time, used for comparison and recovery.
Question 6: Which of the following best describes 'configuration status accounting'?
- Auditing financial costs of CIs
- Reporting the current and historical status of configuration items (Correct answer)
- Approving CI purchases
- Scheduling CI replacements
Correct answer: Reporting the current and historical status of configuration items
Configuration status accounting provides reporting on the current and historical lifecycle states of configuration items.
Question 7: Which ISO 20000 requirement ensures that configuration management procedures are documented and followed?
- The service provider must have a written configuration management policy and plan (Correct answer)
- All CIs must be stored in a single centralized database
- Only hardware assets require configuration records
- Configuration audits are optional if CMDB is automated
Correct answer: The service provider must have a written configuration management policy and plan
ISO 20000 requires documented procedures and plans for configuration management to ensure consistent and controlled execution.
ISO 20000 Certification Configuration Management 2
What is the primary purpose of a Configuration Management Database (CMDB) in ISO 20000?