ISO 20000 Certification Design and Transition Processes 3 — Questions and Answers
Question 1: In ISO 20000, which role holds overall accountability for ensuring a service is designed to meet agreed requirements?
- Service desk manager
- Service owner (Correct answer)
- Change manager
- Release manager
Correct answer: Service owner
The service owner is accountable for the end-to-end service and ensures its design meets agreed customer and business requirements.
Question 2: During service design, an organization discovers that a critical supplier cannot meet the required service availability target. What should the organization do FIRST?
- Accept the lower availability and update the SLA accordingly
- Assess alternative suppliers or redesign the service to reduce the dependency (Correct answer)
- Deploy the service and manage the gap through problem management
- Escalate to senior management and halt the design process
Correct answer: Assess alternative suppliers or redesign the service to reduce the dependency
The organization should evaluate alternatives or redesign to close the availability gap before committing to deployment.
Question 3: Which ISO 20000 process ensures that newly transitioned services do not negatively impact existing live services?
- Service level management
- Change management (Correct answer)
- Availability management
- Capacity management
Correct answer: Change management
Change management evaluates the impact of changes on existing services and coordinates safe implementation to avoid disruption.
Question 4: What does ISO 20000 require organizations to establish during the design phase to verify that a new service meets its objectives after go-live?
- A post-implementation review plan (Correct answer)
- A risk register
- A supplier contract
- A business continuity plan
Correct answer: A post-implementation review plan
A post-implementation review plan defines how and when the organization will assess whether the service has achieved its intended outcomes after deployment.
Question 5: Which of the following is a key input to the service design process under ISO 20000?
- Closed incident records from the last 12 months
- Customer requirements and service level targets (Correct answer)
- Approved change records for unrelated services
- Capacity reports from the current quarter
Correct answer: Customer requirements and service level targets
Customer requirements and agreed service level targets are the primary inputs that drive design decisions for a new or changed service.
Question 6: During transition, the release manager identifies that a deployment window will impact a critical business period. Under ISO 20000, what is the BEST course of action?
- Proceed with the deployment and notify users afterward
- Reschedule the release to a lower-risk window in coordination with the business (Correct answer)
- Cancel the release and restart the design phase
- Deploy only partial components during the business period
Correct answer: Reschedule the release to a lower-risk window in coordination with the business
ISO 20000 requires that deployment timing is coordinated with business needs to minimize disruption to operations.
Question 7: What is the PRIMARY purpose of establishing a configuration baseline during service transition in ISO 20000?
- To provide a reference point for rollback if the transition fails (Correct answer)
- To document supplier payment schedules
- To replace the need for a change advisory board
- To define service desk escalation paths
Correct answer: To provide a reference point for rollback if the transition fails
A configuration baseline captures the known-good state of components so the environment can be restored if the transition encounters problems.
ISO 20000 Certification Design and Transition Processes 3
In ISO 20000, which role holds overall accountability for ensuring a service is designed to meet agreed requirements?