ISO 20000 Certification Service Delivery Processes 3 — Questions and Answers
Question 1: Which ISO 20000 service delivery process focuses on maintaining information about all components that make up a service?
- Change management
- Incident management
- Service asset and configuration management (Correct answer)
- Problem management
Correct answer: Service asset and configuration management
Service asset and configuration management (SACM) maintains a configuration management database (CMDB) tracking all service components and their relationships.
Question 2: Under ISO 20000, what is the purpose of a service catalogue within service delivery?
- To record all past incidents and their resolutions
- To provide a list of available services and their details to customers (Correct answer)
- To document internal IT procedures
- To track changes to configuration items
Correct answer: To provide a list of available services and their details to customers
The service catalogue provides customers with a clear, accessible description of all available services, enabling informed service selection.
Question 3: In ISO 20000, the 'service reporting' process must ensure reports are produced with what key characteristics?
- High volume, detailed format
- Agreed format, frequency, and distributed to the right recipients (Correct answer)
- Automatically generated without human review
- Only shared with internal IT teams
Correct answer: Agreed format, frequency, and distributed to the right recipients
Service reports must be produced in an agreed format at agreed frequencies and distributed to appropriate stakeholders including customers.
Question 4: What triggers a formal review of service level agreements under ISO 20000?
- Only when customers complain about service quality
- At planned intervals and whenever there are significant changes to services or business needs (Correct answer)
- Exclusively at contract renewal time
- When the CMDB is updated
Correct answer: At planned intervals and whenever there are significant changes to services or business needs
SLAs must be reviewed periodically and also when significant service or business changes occur to ensure they remain relevant and achievable.
Question 5: In ISO 20000, which process is responsible for forecasting future resource requirements to avoid service degradation?
- Availability management
- Problem management
- Capacity management (Correct answer)
- Release and deployment management
Correct answer: Capacity management
Capacity management includes forecasting future demands and planning resources proactively to prevent performance degradation.
Question 6: Under ISO 20000, what is the relationship between capacity management and performance management?
- They are independent processes with no overlap
- Capacity management uses performance data to identify trends and plan resources (Correct answer)
- Performance management replaces capacity management in modern implementations
- Capacity management only addresses hardware, not software performance
Correct answer: Capacity management uses performance data to identify trends and plan resources
Capacity management relies on performance monitoring data to detect trends, identify bottlenecks, and plan for future capacity needs.
Question 7: When a major incident threatens service continuity, what should the service continuity plan activate?
- The normal change management process
- Pre-defined recovery procedures with assigned roles and escalation paths (Correct answer)
- A new BIA to assess impact
- Immediate renegotiation of all SLAs
Correct answer: Pre-defined recovery procedures with assigned roles and escalation paths
Service continuity plans contain pre-defined recovery procedures, assigned responsibilities, and escalation paths that are activated during a major disruption.
ISO 20000 Certification Service Delivery Processes 3
Which ISO 20000 service delivery process focuses on maintaining information about all components that make up a service?