ISO 20000 Certification Design and Transition Processes 3

Question 1

In ISO 20000, which role holds overall accountability for ensuring a service is designed to meet agreed requirements?

Accepted Answer

Service owner

Answer

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?

Accepted Answer

Assess alternative suppliers or redesign the service to reduce the dependency

Answer

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?

Accepted Answer

Change management

Answer

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?

Accepted Answer

A post-implementation review plan

Answer

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?

Accepted Answer

Customer requirements and service level targets

Answer

Customer requirements and agreed service level targets are the primary inputs that drive design decisions for a new or changed service.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Design and Transition Processes 3