ISO 20000 Certification Control and Support Processes 2

Question 1

Which ISO 20000-1 process is primarily responsible for tracking and controlling changes to configuration items throughout their lifecycle?

Accepted Answer

Configuration management

Answer

Configuration management tracks and controls the status of configuration items (CIs) throughout their lifecycle, maintaining accurate records in the CMDB.

Question 2

A configuration baseline in ISO 20000 serves which primary purpose?

Accepted Answer

To document approved configuration at a specific point in time for reference or rollback

Answer

A configuration baseline captures the approved configuration of a system at a specific point, enabling comparison and rollback when needed.

Question 3

Under ISO 20000-1, who is accountable for ensuring the configuration management database (CMDB) remains accurate?

Accepted Answer

The process owner of configuration management

Answer

The configuration management process owner is accountable for the accuracy and integrity of CMDB data.

Question 4

What distinguishes a 'standard change' from a 'normal change' in ISO 20000 change management?

Accepted Answer

Standard changes are pre-authorized with a known, low risk and documented procedure

Answer

Standard changes are pre-authorized because they follow a proven, low-risk procedure, eliminating the need for individual CAB review each time.

Question 5

In ISO 20000, the problem management process aims to do which of the following as a long-term goal?

Accepted Answer

Eliminate recurring incidents by identifying and resolving their root causes

Answer

Problem management focuses on root cause analysis and elimination to prevent future incidents, making it a proactive and long-term process.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Control and Support Processes 2