ISO 20000 Certification Design and Transition Processes 5

Question 1

Under ISO 20000, what is the relationship between service design and the service catalog?

Accepted Answer

Service design outputs should be reflected in the service catalog once the service is approved for transition

Answer

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?

Accepted Answer

Deploying a service directly to production without any testing or change authorization

Answer

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?

Accepted Answer

The supplier's ability to meet agreed service levels, security, and continuity requirements

Answer

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?

Accepted Answer

Update the CMDB to match reality and investigate the cause of the discrepancy

Answer

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?

Accepted Answer

Invoke the rollback or remediation plan and initiate a post-incident review

Answer

ISO 20000 requires pre-planned rollback or remediation procedures to be executed, followed by a review to capture lessons learned.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Design and Transition Processes 5