ISO 20000 Certification IT Service Management 3

Question 1

Which document in ISO 20000 defines the boundaries and applicability of the SMS, and is required for certification?

Accepted Answer

Scope Statement

Answer

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:

Accepted Answer

Problem Management

Answer

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?

Accepted Answer

Service Capacity Management

Answer

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:

Accepted Answer

The Change Advisory Board (CAB) or designated authority

Answer

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?

Accepted Answer

Release and Deployment Management

Answer

Release and Deployment Management plans, schedules, and controls the build, test, and deployment of releases into the live environment.

ISO 20000 Certification Practice Test