ISO 20000 Certification Service Design and Transition 3 — Questions and Answers
Question 1: Which ISO 20000-1 requirement ensures that information about all components of a service is recorded and maintained throughout service transition?
- Incident management records
- Configuration management (Correct answer)
- Problem management reviews
- Capacity reports
Correct answer: Configuration management
Configuration management records and controls configuration items, providing accurate information about all service components during and after transition.
Question 2: An organization is designing a new IT service and must identify all interfaces between the new service and existing services. What ISO 20000 process is most relevant?
- Business relationship management
- Service design and transition planning (Correct answer)
- Supplier management
- Change management
Correct answer: Service design and transition planning
Service design and transition planning requires identification of interfaces and dependencies to ensure the new service integrates without disrupting existing services.
Question 3: When ISO 20000 requires an organization to test a service before transition, which of the following best describes what must be tested?
- Only the new features added to the service
- The service against the acceptance criteria defined in the plan (Correct answer)
- The supplier's SLA compliance history
- The financial return on investment
Correct answer: The service against the acceptance criteria defined in the plan
Testing must validate that the service meets all defined acceptance criteria, not just new features, before it is released.
Question 4: Under ISO 20000, which statement best describes the relationship between service design and service level management?
- Service level management is completed after design is finalized
- Service design must incorporate service level requirements agreed with customers (Correct answer)
- Service design is independent of service level targets
- Service level management replaces the need for formal design
Correct answer: Service design must incorporate service level requirements agreed with customers
Service design must embed the service level requirements agreed through service level management to ensure the service can deliver against SLA targets.
Question 5: An ISO 20000-certified organization releases a major update to a critical service without completing all required transition activities. Which clause is most likely violated?
- Clause 7.2 — Competence
- Clause 8.5 — Service transition (Correct answer)
- Clause 9.3 — Management review
- Clause 6.3 — Planning of changes
Correct answer: Clause 8.5 — Service transition
Clause 8.5 governs service transition and requires all transition activities to be completed before a service is released into the live environment.
Question 6: What must an organization document as evidence of a successfully completed service transition under ISO 20000-1?
- The vendor's delivery receipt
- Records confirming acceptance criteria were met and the service was accepted (Correct answer)
- A signed customer satisfaction survey
- The total cost of the transition project
Correct answer: Records confirming acceptance criteria were met and the service was accepted
ISO 20000 requires documented records showing that acceptance criteria were evaluated and the service was formally accepted before going live.
Question 7: In ISO 20000, which activity ensures that staff operating a newly transitioned service are adequately prepared before go-live?
- Post-implementation review
- Knowledge transfer and training as part of transition planning (Correct answer)
- Updating the incident classification scheme
- Issuing a major incident report
Correct answer: Knowledge transfer and training as part of transition planning
Transition planning in ISO 20000 must include knowledge transfer and training activities so that operations staff can support the service from day one.
ISO 20000 Certification Service Design and Transition 3
Which ISO 20000-1 requirement ensures that information about all components of a service is recorded and maintained throughout service transition?