ISO 20000 Certification Design and Transition Processes 5 — Questions and Answers
Question 1: Under ISO 20000, what is the relationship between service design and the service catalog?
- The service catalog feeds requirements into design with no return flow
- Service design outputs should be reflected in the service catalog once the service is approved for transition (Correct answer)
- The service catalog replaces the need for design documentation
- Service design and the service catalog are managed by separate, unrelated processes
Correct answer: Service design outputs should be reflected in the service catalog once the service is approved for transition
Once a service completes design review and is approved, its details are added to or updated in the service catalog to reflect its transition status.
Question 2: Which scenario represents a violation of ISO 20000 transition management principles?
- Testing a new service in a staging environment before production release
- Deploying a service directly to production without any testing or change authorization (Correct answer)
- Conducting a pilot deployment with selected users before full rollout
- Maintaining a configuration baseline before and after deployment
Correct answer: Deploying a service directly to production without any testing or change authorization
Deploying without testing or change authorization bypasses the controls ISO 20000 requires to protect service quality and stability.
Question 3: An ISO 20000-compliant organization is transitioning a cloud-hosted service. Which of the following must be confirmed with the cloud supplier before go-live?
- The supplier's office location and headcount
- The supplier's ability to meet agreed service levels, security, and continuity requirements (Correct answer)
- Whether the supplier uses agile or waterfall development methods
- The supplier's annual revenue figures
Correct answer: The supplier's ability to meet agreed service levels, security, and continuity requirements
ISO 20000 requires that supplier capabilities are validated against agreed service levels, security, and continuity requirements before a service goes live.
Question 4: During service transition, a configuration audit reveals discrepancies between the CMDB and actual deployed components. What is the CORRECT ISO 20000 response?
- Update the CMDB to match reality and investigate the cause of the discrepancy (Correct answer)
- Halt all transitions organization-wide until the CMDB is fully reconciled
- Accept the discrepancy as normal variance and continue the deployment
- Delete the CMDB records and rebuild from scratch
Correct answer: Update the CMDB to match reality and investigate the cause of the discrepancy
The CMDB must be corrected to reflect the actual environment, and the root cause of the discrepancy should be investigated to prevent recurrence.
Question 5: What does ISO 20000 require an organization to do when a service transition is deemed unsuccessful after deployment?
- Immediately retire the service and notify the customer
- Invoke the rollback or remediation plan and initiate a post-incident review (Correct answer)
- Reassign the transition to a different project team
- Suspend all change management activities until the issue is resolved
Correct answer: Invoke the rollback or remediation plan and initiate a post-incident review
ISO 20000 requires pre-planned rollback or remediation procedures to be executed, followed by a review to capture lessons learned.
Question 6: Under ISO 20000, which of the following BEST describes the purpose of early life support (ELS) during service transition?
- To provide enhanced support resources during the initial post-deployment period until the service stabilizes (Correct answer)
- To replace normal incident management until the first SLA review
- To conduct formal contract negotiations with the customer post-launch
- To perform capacity planning for the next service generation
Correct answer: To provide enhanced support resources during the initial post-deployment period until the service stabilizes
Early life support provides elevated support coverage immediately after go-live to quickly address teething issues and stabilize the new service.
Question 7: ISO 20000 requires that design activities produce outputs that are measurable. Which of the following BEST satisfies this requirement for a new monitoring service?
- A general description stating the service will 'improve visibility'
- Defined metrics such as alert response time ≤ 2 minutes and 99.5% detection accuracy (Correct answer)
- A list of monitoring tools without associated performance targets
- A vendor brochure describing the product's capabilities
Correct answer: Defined metrics such as alert response time ≤ 2 minutes and 99.5% detection accuracy
ISO 20000 requires measurable targets; specific, quantified metrics like response time and accuracy thresholds fulfill this requirement.
ISO 20000 Certification Design and Transition Processes 5
Under ISO 20000, what is the relationship between service design and the service catalog?