ISO 20000 Certification Service Design and Transition 4 — Questions and Answers
Question 1: An organization is designing a service that must meet a 99.9% monthly availability target. Which design component is most critical to include to achieve this?
- A detailed billing model
- Redundancy and failover mechanisms (Correct answer)
- A customer satisfaction survey template
- An escalation matrix for billing disputes
Correct answer: Redundancy and failover mechanisms
Redundancy and failover mechanisms are essential design elements that directly support achieving high availability targets.
Question 2: Under ISO 20000-1, what is required when a service design reveals that existing infrastructure cannot support a proposed new service?
- The new service must be cancelled
- Capacity and resource plans must be updated to address the gap (Correct answer)
- The SLA target for the new service must be lowered
- The supplier must be replaced immediately
Correct answer: Capacity and resource plans must be updated to address the gap
ISO 20000 requires that capacity and resource planning be updated when design reveals infrastructure gaps, ensuring the SMS can support the new service.
Question 3: Which of the following is an example of a service transition trigger as defined in ISO 20000?
- A customer complaint about slow response times
- An approved change request to deploy a new application (Correct answer)
- A failed backup that needs to be restored
- A supplier invoice that is overdue for payment
Correct answer: An approved change request to deploy a new application
An approved change request triggers the service transition process to plan, test, and deploy the new or changed service.
Question 4: In ISO 20000 service design, which artifact formally defines the functional and non-functional requirements the new service must satisfy?
- The change schedule
- The service requirements document (Correct answer)
- The operational runbook
- The configuration management database
Correct answer: The service requirements document
The service requirements document captures both functional and non-functional requirements that the design must satisfy before transition begins.
Question 5: An ISO 20000 organization wants to minimize disruption during the transition of a high-impact service. Which approach best aligns with the standard's requirements?
- Deploying at maximum speed to reduce the transition window
- Phasing the transition and piloting in a limited environment first (Correct answer)
- Delegating all transition activities to the supplier
- Skipping testing to meet the deadline
Correct answer: Phasing the transition and piloting in a limited environment first
ISO 20000 supports phased or piloted transitions to reduce risk and disruption, ensuring the service is proven before full deployment.
Question 6: What does ISO 20000-1 require organizations to do when a service transition does not meet its acceptance criteria?
- Immediately release the service and document the gaps
- Escalate to top management and halt all IT operations
- Decide on remediation actions before proceeding with release (Correct answer)
- Transfer responsibility to the customer for resolution
Correct answer: Decide on remediation actions before proceeding with release
When acceptance criteria are not met, ISO 20000 requires the organization to determine and implement remediation actions before the service is released.
Question 7: Which ISO 20000 concept requires that service design consider how the service will be retired or replaced at the end of its useful life?
- Service portfolio management
- Service lifecycle planning (Correct answer)
- Incident management planning
- Supplier exit management
Correct answer: Service lifecycle planning
ISO 20000 requires service lifecycle planning, meaning design must account for eventual retirement or replacement of the service, not just its initial deployment.
ISO 20000 Certification Service Design and Transition 4
An organization is designing a service that must meet a 99.9% monthly availability target.
Which design component is most critical to include to achieve this?