ISO 20000 Certification Service Delivery Processes 2

Question 1

In ISO 20000-1, which process is responsible for ensuring that adequate capacity exists to meet agreed service demand?

Accepted Answer

Capacity management

Answer

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?

Accepted Answer

To ensure services can be recovered within agreed timeframes after a disruption

Answer

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?

Accepted Answer

The service level agreement (SLA)

Answer

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?

Accepted Answer

Percentage uptime

Answer

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?

Accepted Answer

Achievement of agreed service targets over a defined period

Answer

Service level reports communicate to customers whether agreed service targets were achieved during the reporting period.

ISO 20000 Certification Practice Test