FREE ISO 20000 Control and Support Processes Questions and Answers

Question 1

According to ISO 20000-1, when managing documented information for the Service Management System (SMS), which of the following controls is explicitly required for its creation and updating?

Accepted Answer

Approval for adequacy and suitability.

Answer

ISO 20000-1, clause 7.5.2, specifies that when creating and updating documented information, the organization must ensure appropriate identification, description, format, and 'review and approval for suitability and adequacy'. The other options are specific implementation choices or best practices, but not explicit requirements of the standard.

Question 2

A critical server requires an emergency security patch to address a newly discovered vulnerability. The standard change management process requires a 5-day review period. Following ISO 20000 principles, what is the most appropriate action for the Change Manager to take?

Accepted Answer

Follow a specific, documented procedure for emergency changes that allows for expedited assessment and approval.

Answer

ISO 20000 requires organizations to have a defined change management process, which must include procedures for handling emergency changes. These changes require rapid assessment and approval to restore service or prevent an incident, but they must still follow a controlled, albeit expedited, process. Simply bypassing all controls or delaying the change would be non-compliant.

Question 3

An organization is defining its configuration management process in line with ISO 20000. When determining which assets should be classified as Configuration Items (CIs), what is the most important criterion to consider?

Accepted Answer

The asset's necessity for the delivery of one or more IT services.

Answer

The primary purpose of configuration management in a service management context is to manage the components necessary for service delivery. Therefore, an asset is designated as a CI because it is a component of a service and needs to be controlled to deliver that service effectively. Cost, location, and age can be attributes of a CI, but the fundamental criterion for its inclusion is its role in service delivery.

Question 4

Which of the following is a primary objective of the Release and Deployment Management process as defined within the ISO 20000 framework?

Accepted Answer

To build, test, and deliver new or changed services into the live environment while protecting its integrity.

Answer

The core purpose of Release and Deployment Management is to provide a structured approach for moving new or changed hardware, software, documentation, and other components into the live environment. This includes building, testing, and deploying the release package in a controlled manner to ensure the integrity and availability of existing services are not compromised. Problem Management investigates root causes, SLM negotiates SLAs, and service design/strategy handles new features.

Question 5

A service provider is pursuing ISO 20000 certification. An internal audit finds that while service desk staff are technically skilled, they are unaware of the organization's service management policy and how their individual roles contribute to achieving the service management objectives. This finding represents a non-conformance with which support process requirement?

Accepted Answer

Competence, awareness, and communication.

Answer

ISO 20000-1, clauses 7.2 (Competence) and 7.3 (Awareness), require that the organization determines the necessary competence for personnel and ensures they are aware of the service management policy, their contribution to the SMS's effectiveness, and the implications of not conforming. The scenario directly describes a lack of awareness, which falls under these requirements.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

FREE ISO 20000 Control and Support Processes Questions and Answers