ISO 20000 Certification Design and Transition Processes 4 — Questions and Answers
Question 1: Under ISO 20000, which of the following BEST defines a 'release unit'?
- The smallest set of components that can be independently released and tested together (Correct answer)
- A single software patch applied to one server
- The total set of all changes deployed in a calendar year
- A configuration item that cannot be changed without board approval
Correct answer: The smallest set of components that can be independently released and tested together
A release unit is the collection of components that are always deployed, tested, and managed together as a single entity.
Question 2: ISO 20000 requires that transition activities include knowledge transfer. Which group is the MOST critical recipient of this knowledge before go-live?
- Executive sponsors
- Operations and support staff (Correct answer)
- External auditors
- Procurement team
Correct answer: Operations and support staff
Operations and support staff must understand the new service so they can maintain it and resolve incidents effectively after deployment.
Question 3: A service design review reveals that the proposed solution exceeds the budget constraint. According to ISO 20000 principles, what should the design team do?
- Request a budget increase and continue with the original design
- Re-scope the design to align with the budget while still meeting critical requirements (Correct answer)
- Proceed with the design and absorb the overspend during operations
- Escalate to the change advisory board for a budget waiver
Correct answer: Re-scope the design to align with the budget while still meeting critical requirements
ISO 20000 requires design decisions to be balanced against constraints including budget, and the design should be adjusted to remain viable.
Question 4: Which ISO 20000 document formally records the results of service transition testing, including any outstanding defects accepted for production?
- Service level agreement
- Known error record
- Transition test report (Correct answer)
- Configuration management plan
Correct answer: Transition test report
The transition test report summarizes testing outcomes and documents any accepted defects with their associated risk decisions.
Question 5: When an organization re-designs an existing service under ISO 20000, which activity ensures that changes to dependencies are properly identified?
- Impact assessment within change management (Correct answer)
- SLA renegotiation with the customer
- Supplier contract renewal
- Service desk training update
Correct answer: Impact assessment within change management
An impact assessment identifies all affected configuration items, processes, and services, ensuring dependency changes are captured and managed.
Question 6: Under ISO 20000, who should approve the final deployment plan before a major service release goes live?
- Only the release manager, without further escalation
- The change advisory board or designated change authority (Correct answer)
- The service desk team lead
- The external auditor
Correct answer: The change advisory board or designated change authority
Major releases require formal authorization from the change advisory board or an equivalent designated authority before deployment.
Question 7: ISO 20000 specifies that service design must address continuity requirements. Which of the following BEST illustrates this requirement?
- Documenting lessons learned from previous projects
- Designing failover mechanisms so the service can recover within agreed RTO targets (Correct answer)
- Publishing a customer satisfaction survey after go-live
- Defining staff annual leave policies
Correct answer: Designing failover mechanisms so the service can recover within agreed RTO targets
Service continuity requirements mandate that designs include recovery mechanisms to meet agreed recovery time objectives (RTOs).
ISO 20000 Certification Design and Transition Processes 4
Under ISO 20000, which of the following BEST defines a 'release unit'?