ISO 20000 Certification Control and Support Processes 4 — Questions and Answers
Question 1: A release fails and must be rolled back. Which ISO 20000 process provides the rollback plan and ensures configuration records are restored?
- Service level management
- Release and deployment management coordinating with configuration management (Correct answer)
- Availability management
- Capacity management
Correct answer: Release and deployment management coordinating with configuration management
Release and deployment management should include a back-out plan, and configuration management ensures CMDB records are restored to the pre-release baseline.
Question 2: Which of the following is NOT typically a trigger for raising a problem record under ISO 20000?
- A major incident with unknown root cause
- Trend analysis showing recurring incidents with a common cause
- A completed change that was successfully implemented (Correct answer)
- A proactive analysis identifying a potential weakness before an incident occurs
Correct answer: A completed change that was successfully implemented
A successfully completed change does not by itself trigger a problem record; problems are raised to investigate unknown causes or recurring failures.
Question 3: In ISO 20000, what is the role of the change advisory board (CAB)?
- To implement approved changes in production
- To provide advice and recommendations on whether changes should be authorized (Correct answer)
- To manage the CMDB on behalf of configuration management
- To conduct root cause analysis for major problems
Correct answer: To provide advice and recommendations on whether changes should be authorized
The CAB advises the change authority on the risks and impacts of proposed changes; it does not implement changes itself.
Question 4: Under ISO 20000-1, configuration management must define which of the following at the start of the process?
- The exact cost of every configuration item
- The scope, naming convention, and attributes to be recorded for configuration items (Correct answer)
- The number of incidents caused by each CI per month
- The release schedule for the next fiscal year
Correct answer: The scope, naming convention, and attributes to be recorded for configuration items
Configuration management must establish scope boundaries, CI naming standards, and the attributes that will be tracked in order to maintain useful and consistent records.
Question 5: A problem has been investigated but no root cause has been found; however, a workaround exists. What is the correct status of this record in ISO 20000?
- Closed, because the workaround resolves user impact
- Known error, because the problem is recognized and a workaround is documented (Correct answer)
- Incident, because it has not been fully resolved
- Change, because a fix must be scheduled
Correct answer: Known error, because the problem is recognized and a workaround is documented
A problem becomes a known error when it is acknowledged and a workaround is documented, even if the root cause remains unresolved.
Question 6: Which ISO 20000 process ensures that only tested and authorized versions of software are used in the live environment?
- Incident management
- Change management
- Release and deployment management (Correct answer)
- Service continuity management
Correct answer: Release and deployment management
Release and deployment management controls the packaging, testing, and deployment of new or changed software to ensure only authorized versions reach production.
Question 7: When evaluating the impact of a proposed change, the change manager should primarily consult which resource for dependency information?
- The service desk call log
- The CMDB / configuration management data (Correct answer)
- The financial ledger
- The service catalog pricing sheet
Correct answer: The CMDB / configuration management data
The CMDB contains dependency mappings between configuration items, enabling the change manager to understand downstream impacts before authorizing a change.
ISO 20000 Certification Control and Support Processes 4
A release fails and must be rolled back.
Which ISO 20000 process provides the rollback plan and ensures configuration records are restored?