ISO 20000 Certification Configuration Management 2

Question 1

What is the primary purpose of a Configuration Management Database (CMDB) in ISO 20000?

Accepted Answer

To maintain records of configuration items and their relationships

Answer

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?

Accepted Answer

Configuration verification and audit

Answer

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?

Accepted Answer

Change management

Answer

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?

Accepted Answer

Which items will be managed and tracked as CIs

Answer

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?

Accepted Answer

Capturing a known good state of CIs for comparison or rollback

Answer

A configuration baseline is a snapshot of a CI or set of CIs at a specific point in time, used for comparison and recovery.

ISO 20000 Certification Practice Test