ISO 20000 Certification Service Delivery Processes 2 — Questions and Answers
Question 1: In ISO 20000-1, which process is responsible for ensuring that adequate capacity exists to meet agreed service demand?
- Availability management
- Capacity management (Correct answer)
- Service continuity management
- Demand management
Correct answer: Capacity management
Capacity management ensures that the service provider has sufficient capacity to meet current and future agreed service demand.
Question 2: What is the primary objective of service continuity management under ISO 20000?
- To prevent all service interruptions from occurring
- To ensure services can be recovered within agreed timeframes after a disruption (Correct answer)
- To monitor service availability on a continuous basis
- To define service levels for critical systems
Correct answer: To ensure services can be recovered within agreed timeframes after a disruption
Service continuity management aims to ensure that agreed service continuity can be maintained following a major incident or disaster.
Question 3: Under ISO 20000, which document defines the targets for service availability?
- The service continuity plan
- The service level agreement (SLA) (Correct answer)
- The capacity plan
- The configuration management database
Correct answer: The service level agreement (SLA)
The SLA is the agreed document between the service provider and the customer that specifies availability and other service targets.
Question 4: Which metric is most commonly used in availability management to express the proportion of time a service is operational?
- Mean time to repair (MTTR)
- Mean time between failures (MTBF)
- Percentage uptime (Correct answer)
- Recovery time objective (RTO)
Correct answer: Percentage uptime
Percentage uptime (e.g., 99.9%) is the standard metric expressing how much of the agreed service time a service is available.
Question 5: In the context of ISO 20000 service delivery, what does a 'service level report' primarily communicate?
- Internal staff performance metrics
- Achievement of agreed service targets over a defined period (Correct answer)
- Financial costs associated with service delivery
- Capacity utilization trends
Correct answer: Achievement of agreed service targets over a defined period
Service level reports communicate to customers whether agreed service targets were achieved during the reporting period.
Question 6: When performing a business impact analysis (BIA) as part of service continuity management, what is the key output?
- A list of configuration items
- Identification of critical services and recovery priorities (Correct answer)
- Updated service level agreements
- A capacity utilization report
Correct answer: Identification of critical services and recovery priorities
A BIA identifies which services are most critical to the business and establishes recovery time objectives and priorities.
Question 7: ISO 20000 requires that service continuity plans be tested. What is the minimum requirement regarding these tests?
- Tests must be performed daily
- Plans must be tested at planned intervals and after significant changes (Correct answer)
- Only tabletop exercises are acceptable
- Testing must involve all staff simultaneously
Correct answer: Plans must be tested at planned intervals and after significant changes
ISO 20000-1 requires that continuity plans be tested at planned intervals and whenever significant changes occur to ensure they remain effective.
