ISO 20000 Certification Design and Transition Processes 2

Question 1

In ISO 20000, which document formally authorizes a service to move from design into transition?

Accepted Answer

Service Design Package

Answer

The Service Design Package captures all aspects of a service and its requirements, formally authorizing progression into the transition stage.

Question 2

When transitioning a new IT service under ISO 20000, which activity ensures that support staff are ready before go-live?

Accepted Answer

Organizational readiness assessment

Answer

An organizational readiness assessment confirms that people, processes, and tools are prepared to support the service before it goes live.

Question 3

Which ISO 20000 process is primarily responsible for tracking the versions of software components deployed during a service transition?

Accepted Answer

Configuration management

Answer

Configuration management maintains the configuration management system (CMS), which tracks component versions and relationships.

Question 4

A newly designed service fails user acceptance testing (UAT) during transition. According to ISO 20000, what is the MOST appropriate next step?

Accepted Answer

Raise a change request to address the failures before deployment

Answer

Defects found in UAT must be addressed through the change management process before the service can be approved for deployment.

Question 5

Under ISO 20000, what is the purpose of a transition plan?

Accepted Answer

To schedule, coordinate, and track all transition activities and resources

Answer

The transition plan coordinates timing, resources, risks, and tasks required to move a service safely from design into live operation.

ISO 20000 Certification Practice Test