ISO 20000 Certification Control and Support Processes 3

Question 1

In ISO 20000, which metric is most directly used to evaluate the effectiveness of problem management?

Accepted Answer

Reduction in the number of recurring incidents over time

Answer

A reduction in recurring incidents demonstrates that problem management is successfully identifying and eliminating root causes.

Question 2

An organization implementing ISO 20000 must ensure that emergency changes are handled how?

Accepted Answer

By following an expedited but documented process with retrospective review

Answer

Emergency changes use an expedited authorization path but must still be documented, and a post-implementation review is conducted after the change.

Question 3

Which of the following best describes the scope of 'control and support processes' in ISO 20000-1:2018?

Accepted Answer

Processes that govern, track, and support delivery of services including change, configuration, release, and problem management

Answer

Control and support processes in ISO 20000 encompass the mechanisms that govern service changes, maintain configuration data, manage releases, and resolve problems.

Question 4

What is the primary purpose of a post-implementation review (PIR) in change management under ISO 20000?

Accepted Answer

To verify that the change achieved its objectives and identify lessons learned

Answer

A PIR assesses whether the change met its goals and captures lessons learned to improve the change process and future changes.

Question 5

Under ISO 20000-1, a definitive media library (DML) is associated with which process?

Accepted Answer

Release and deployment management / configuration management

Answer

The DML, which stores authorized and controlled copies of software, is managed under release and deployment management in coordination with configuration management.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Control and Support Processes 3