ISO 20000 Certification Service Delivery Processes 3

Question 1

Which ISO 20000 service delivery process focuses on maintaining information about all components that make up a service?

Accepted Answer

Service asset and configuration management

Answer

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?

Accepted Answer

To provide a list of available services and their details to customers

Answer

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?

Accepted Answer

Agreed format, frequency, and distributed to the right recipients

Answer

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?

Accepted Answer

At planned intervals and whenever there are significant changes to services or business needs

Answer

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?

Accepted Answer

Capacity management

Answer

Capacity management includes forecasting future demands and planning resources proactively to prevent performance degradation.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Service Delivery Processes 3