ISO 20000 Certification IT Service Management 3 — Questions and Answers
Question 1: Which document in ISO 20000 defines the boundaries and applicability of the SMS, and is required for certification?
- Service Catalog
- Statement of Applicability
- Scope Statement (Correct answer)
- Risk Register
Correct answer: Scope Statement
The scope statement defines the boundaries of the SMS and must be documented; it is a key artefact reviewed during certification audits.
Question 2: A recurring incident affecting many users is identified as having an unknown root cause. ISO 20000 requires escalation to:
- Service Request Management
- Problem Management (Correct answer)
- Change Management
- Availability Management
Correct answer: Problem Management
Problem Management investigates the root cause of recurring or significant incidents to prevent future occurrences.
Question 3: Under ISO 20000 Capacity Management, which sub-process focuses on meeting current and near-term service demands?
- Business Capacity Management
- Service Capacity Management (Correct answer)
- Component Capacity Management
- Demand Capacity Management
Correct answer: Service Capacity Management
Service Capacity Management focuses on the end-to-end performance of live services to meet current and near-term agreed service levels.
Question 4: ISO 20000 requires that changes to services are evaluated for risk before authorization. This evaluation is primarily the responsibility of:
- The service desk
- The Change Advisory Board (CAB) or designated authority (Correct answer)
- The configuration manager
- The end user
Correct answer: The Change Advisory Board (CAB) or designated authority
The CAB or a designated change authority reviews and authorizes changes based on risk and impact assessment.
Question 5: Which ISO 20000 process manages the transition of new or changed services into the live environment?
- Service Continuity Management
- Release and Deployment Management (Correct answer)
- Service Level Management
- Business Relationship Management
Correct answer: Release and Deployment Management
Release and Deployment Management plans, schedules, and controls the build, test, and deployment of releases into the live environment.
Question 6: An organization wants to outsource part of its IT service delivery to a third party. Under ISO 20000, what must the organization ensure?
- The supplier is ISO 9001 certified
- Supplier processes align with SMS requirements and are governed by a formal contract (Correct answer)
- The supplier uses the same toolset as the internal team
- The supplier undergoes annual ISO 20000 audits
Correct answer: Supplier processes align with SMS requirements and are governed by a formal contract
ISO 20000 requires that supplier relationships are governed by formal contracts and that supplier processes meet SMS requirements.
Question 7: Which metric is most aligned with measuring Availability Management performance under ISO 20000?
- Mean Time Between Failures (MTBF) (Correct answer)
- First Call Resolution Rate
- Customer Satisfaction Score
- Number of open change requests
Correct answer: Mean Time Between Failures (MTBF)
MTBF measures the average time between service failures and is a key metric for assessing and improving service availability.
ISO 20000 Certification IT Service Management 3
Which document in ISO 20000 defines the boundaries and applicability of the SMS, and is required for certification?