ISO 20000 Certification Configuration Management 4 — Questions and Answers
Question 1: Which of the following scenarios represents a configuration management failure under ISO 20000?
- A CI baseline is created before a major upgrade
- A change is approved without updating the CMDB afterward (Correct answer)
- Configuration audits are performed quarterly
- CI naming conventions are documented in the plan
Correct answer: A change is approved without updating the CMDB afterward
Failing to update the CMDB after an approved change leaves records inaccurate, undermining the integrity of configuration management.
Question 2: What is the role of configuration management in supporting problem management under ISO 20000?
- Configuration data helps identify root causes by revealing CI relationships and history (Correct answer)
- Configuration management raises all problem records
- Problem management owns the CMDB
- Configuration management is only used for incident triage
Correct answer: Configuration data helps identify root causes by revealing CI relationships and history
Configuration data, including CI relationships and change history, helps problem management teams trace root causes more effectively.
Question 3: Which document defines how configuration items are identified, controlled, and reported within a service provider organization under ISO 20000?
- Service level agreement
- Configuration management plan (Correct answer)
- Incident management procedure
- Capacity plan
Correct answer: Configuration management plan
The configuration management plan defines the scope, naming conventions, processes, and responsibilities for managing CIs.
Question 4: A new server is installed and put into production but not added to the CMDB. Which configuration management activity was skipped?
- Configuration verification
- Configuration identification (Correct answer)
- Configuration status accounting
- Configuration audit
Correct answer: Configuration identification
Configuration identification involves recognizing and recording new CIs in the CMDB — skipping it leaves the asset unmanaged.
Question 5: How does ISO 20000 recommend handling configuration management when services are delivered by a third-party supplier?
- Suppliers are exempt from configuration management requirements
- The service provider must ensure supplier-managed CIs are included in scope and properly recorded (Correct answer)
- Configuration management only applies to internal CIs
- Suppliers maintain their own separate CMDB with no integration required
Correct answer: The service provider must ensure supplier-managed CIs are included in scope and properly recorded
ISO 20000 requires that the service provider maintains visibility of supplier-managed CIs relevant to service delivery, including them in the overall configuration management scope.
Question 6: What is the purpose of assigning unique identifiers to each configuration item in ISO 20000?
- To facilitate financial depreciation calculations
- To enable unambiguous identification, tracking, and referencing of each CI (Correct answer)
- To restrict access to sensitive CIs
- To comply with software licensing requirements only
Correct answer: To enable unambiguous identification, tracking, and referencing of each CI
Unique CI identifiers prevent confusion between similar items and allow accurate tracking, reporting, and cross-process referencing.
Question 7: Under ISO 20000, configuration management records should be accessible to which other processes?
- Only change management and release management
- All service management processes that require CI information, such as incident, change, and problem management (Correct answer)
- Only the configuration management team
- Only senior management for reporting purposes
Correct answer: All service management processes that require CI information, such as incident, change, and problem management
Configuration data is a shared resource that supports incident, change, problem, and other service management processes throughout the SMS.
ISO 20000 Certification Configuration Management 4
Which of the following scenarios represents a configuration management failure under ISO 20000?