ISO 20000 Certification Service Design and Transition 5

Question 1

Under ISO 20000, if a service transition reveals that new roles and responsibilities are required to operate the service, what must the organization do?

Accepted Answer

Define and assign those roles before the service goes live

Answer

ISO 20000 requires that roles and responsibilities for operating a new service be defined and assigned prior to go-live as part of the transition.

Question 2

Which statement best describes the scope of service design within an ISO 20000 SMS?

Accepted Answer

Service design covers new services, changed services, and retired services

Answer

ISO 20000 service design applies across the full service lifecycle, including new services, significant changes to existing services, and services being retired.

Question 3

An organization's service design process identifies a dependency on a third-party API that has no SLA. Under ISO 20000, what must be done before the service is transitioned?

Accepted Answer

Establish a formal agreement with the third-party supplier

Answer

ISO 20000 supplier management requirements mean that critical third-party dependencies must be covered by formal agreements before a service goes live.

Question 4

During service transition testing in an ISO 20000-compliant organization, which environment should be used to avoid risk to live services?

Accepted Answer

A dedicated test environment separate from production

Answer

ISO 20000 requires that testing be conducted in an environment separate from production to prevent disruption to live services.

Question 5

When ISO 20000-1 refers to 'transition criteria,' what does this mean in practice?

Accepted Answer

Defined conditions that must be met before a service moves from one lifecycle stage to another

Answer

Transition criteria are defined conditions — such as test completion and stakeholder sign-off — that must be satisfied before a service advances to the next lifecycle stage.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Service Design and Transition 5