ISO 20000 Certification Configuration Management 3 — Questions and Answers
Question 1: During a configuration audit, the team finds several CIs in production that are not recorded in the CMDB. What is the correct immediate action?
- Delete the unrecorded CIs from production
- Update the CMDB to reflect the actual environment (Correct answer)
- Ignore them if they are not causing incidents
- Raise a problem record and defer action
Correct answer: Update the CMDB to reflect the actual environment
Discovered CIs must be added to the CMDB to maintain an accurate record of the actual configuration state.
Question 2: What is the relationship between configuration management and release management in ISO 20000?
- They are independent processes with no overlap
- Release management updates CMDB records after deploying new or changed CIs (Correct answer)
- Configuration management approves all releases
- Release management replaces configuration management
Correct answer: Release management updates CMDB records after deploying new or changed CIs
After a release is deployed, configuration records must be updated to reflect newly deployed CIs and their versions.
Question 3: Which attribute is typically NOT recorded for a configuration item in a CMDB?
- CI owner
- CI version
- CI employee satisfaction score (Correct answer)
- CI relationships to other CIs
Correct answer: CI employee satisfaction score
Employee satisfaction scores are not relevant CI attributes; CMDB records technical and ownership data about assets.
Question 4: A service provider wants to identify all CIs that could be affected by a server failure. Which CMDB capability supports this analysis?
- Configuration status accounting
- CI relationship mapping (Correct answer)
- Configuration baseline comparison
- CI naming convention standards
Correct answer: CI relationship mapping
CI relationship mapping shows upstream and downstream dependencies, enabling impact analysis for failures or changes.
Question 5: In ISO 20000, who is typically assigned ownership of individual configuration items?
- The external auditor
- The service desk agent who raised the first incident
- The designated CI owner or responsible team (Correct answer)
- The customer exclusively
Correct answer: The designated CI owner or responsible team
Each CI should have a designated owner responsible for its accuracy, maintenance, and lifecycle management within the CMDB.
Question 6: What is the key difference between a configuration item (CI) and an asset in ISO 20000 context?
- Assets are always hardware; CIs can be software or documentation
- All assets are CIs, but not all CIs need to be assets in the financial register (Correct answer)
- CIs are only relevant during incidents
- There is no practical difference
Correct answer: All assets are CIs, but not all CIs need to be assets in the financial register
All financially tracked assets may exist in an asset register, but CIs are specifically those items managed under configuration management for service delivery.
Question 7: How should a service provider handle a configuration item that has reached end-of-life under ISO 20000?
- Leave it in the CMDB indefinitely with no status change
- Update the CI status to reflect its retirement and document the decommissioning (Correct answer)
- Remove it from the CMDB immediately without record
- Transfer ownership to the customer
Correct answer: Update the CI status to reflect its retirement and document the decommissioning
End-of-life CIs should have their status updated and decommissioning documented to maintain historical accuracy in the CMDB.
ISO 20000 Certification Configuration Management 3
During a configuration audit, the team finds several CIs in production that are not recorded in the CMDB.
What is the correct immediate action?