ISO 20000 Certification Service Design and Transition 2

Question 1

Under ISO 20000-1, which document must be produced as part of the service design process to describe how a new or changed service will be delivered?

Accepted Answer

Service design package

Answer

A service design package documents all aspects of a service and its requirements through each stage of its lifecycle, including design specifications.

Question 2

When transitioning a new service into production under ISO 20000, what must be tested before go-live to ensure the service can be restored if deployment fails?

Accepted Answer

Rollback or back-out plans

Answer

ISO 20000 requires that back-out plans be tested prior to deployment so that the service can be safely restored if the transition fails.

Question 3

Which ISO 20000-1 clause governs the planning of new or changed services to ensure the SMS can support them before they are released?

Accepted Answer

Clause 8.2 — Planning new or changed services

Answer

Clause 8.2 specifically requires organizations to plan the design, transition, delivery, and improvement of services, including new or changed ones.

Question 4

During service design for ISO 20000 compliance, which of the following is a mandatory input that must be considered when designing availability requirements?

Accepted Answer

Service level requirements agreed with customers

Answer

Service level requirements agreed with customers define the availability targets that the service design must satisfy.

Question 5

An organization adopting ISO 20000 wants to ensure that service transition does not introduce unacceptable risk. Which control is most directly applicable?

Accepted Answer

Conducting a risk assessment as part of the transition plan

Answer

ISO 20000 requires a risk assessment during service transition to identify and mitigate risks before go-live.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Service Design and Transition 2