ISO 20000 Certification Control and Support Processes 5 — Questions and Answers
Question 1: ISO 20000-1 requires that problem management interfaces with change management primarily to do what?
- Log all changes as problems automatically
- Raise RFCs to implement permanent fixes identified through root cause analysis (Correct answer)
- Approve emergency changes without a CAB meeting
- Assign incidents to the correct resolver group
Correct answer: Raise RFCs to implement permanent fixes identified through root cause analysis
Once problem management identifies a permanent fix through root cause analysis, it raises a request for change (RFC) to implement that fix through the change management process.
Question 2: A service organization discovers that a configuration audit reveals significant discrepancies between the CMDB and actual deployed assets. What should happen first according to ISO 20000?
- Immediately raise a major incident
- Investigate and reconcile the discrepancies, then update the CMDB to reflect actual state (Correct answer)
- Suspend all changes until discrepancies are resolved by the vendor
- Archive the old CMDB and create a new one from scratch
Correct answer: Investigate and reconcile the discrepancies, then update the CMDB to reflect actual state
Discrepancies found during a configuration audit must be investigated and the CMDB updated to accurately reflect the actual configuration of deployed assets.
Question 3: In ISO 20000, which process is responsible for ensuring that new or changed services are tested before being deployed to the live environment?
- Problem management
- Service level management
- Release and deployment management (Correct answer)
- Availability management
Correct answer: Release and deployment management
Release and deployment management includes testing requirements to verify that new or changed services meet defined criteria before entering the live environment.
Question 4: Which of the following best describes 'proactive problem management' in ISO 20000?
- Restoring services after a major outage as fast as possible
- Identifying and resolving potential issues before they cause incidents (Correct answer)
- Logging every incident as a problem to ensure tracking
- Escalating all unresolved incidents to the vendor
Correct answer: Identifying and resolving potential issues before they cause incidents
Proactive problem management analyzes trends and weaknesses to prevent incidents from occurring, rather than reacting after service disruption.
Question 5: An ISO 20000-compliant organization must maintain records of changes for which purpose?
- To satisfy marketing reporting requirements
- To provide an audit trail that supports accountability, trend analysis, and compliance verification (Correct answer)
- To replace the need for incident records
- To automatically generate invoices for customers
Correct answer: To provide an audit trail that supports accountability, trend analysis, and compliance verification
Change records provide an audit trail that demonstrates accountability, supports trend analysis, and helps prove compliance during assessments.
Question 6: Under ISO 20000-1, who has the authority to approve a normal change?
- Any service desk analyst
- The designated change authority, informed by CAB advice (Correct answer)
- The configuration management process owner
- The end user who requested the change
Correct answer: The designated change authority, informed by CAB advice
Normal changes are authorized by the designated change authority (often a change manager or CAB chair), who may use CAB input to inform the decision.
Question 7: Which statement correctly describes the relationship between release management and configuration management in ISO 20000?
- They are entirely independent processes with no interaction
- Release management delivers changes into the live environment, and configuration management records the resulting state of all affected CIs (Correct answer)
- Configuration management approves all releases before deployment
- Release management maintains the CMDB without involving configuration management
Correct answer: Release management delivers changes into the live environment, and configuration management records the resulting state of all affected CIs
After a release is deployed, configuration management must update CMDB records to accurately reflect the new configuration state of affected items.
ISO 20000 Certification Control and Support Processes 5
ISO 20000-1 requires that problem management interfaces with change management primarily to do what?