ISO 20000 Certification Service Delivery Processes 5

Question 1

Which scenario best illustrates a failure in service continuity management under ISO 20000?

Accepted Answer

A disaster recovery plan that has never been tested and fails during an actual outage

Answer

An untested recovery plan that fails during a real outage represents a fundamental failure of service continuity management, which requires regular testing.

Question 2

Under ISO 20000, what is the purpose of defining 'service hours' within service level management?

Accepted Answer

To define the agreed times during which a service is to be available and supported

Answer

Service hours define the agreed operational windows during which the service is available and supported, forming the basis for availability calculations.

Question 3

In ISO 20000, capacity management must address which three sub-areas?

Accepted Answer

Business capacity, service capacity, and component capacity

Answer

ISO 20000 capacity management covers business capacity (future requirements), service capacity (current service performance), and component capacity (individual CI performance).

Question 4

What distinguishes service level management from service reporting in ISO 20000?

Accepted Answer

Service level management defines and negotiates targets; service reporting measures and communicates actual achievement against those targets

Answer

Service level management establishes and maintains SLAs with agreed targets, while service reporting measures and communicates actual performance against those agreed targets.

Question 5

In ISO 20000, when should a service provider invoke its service continuity plan?

Accepted Answer

When a disruption occurs that cannot be resolved through normal incident management within acceptable timeframes

Answer

Continuity plans are invoked when a disruption exceeds what normal incident management can handle within agreed recovery time objectives.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Service Delivery Processes 5