ISO 20000 Certification FREE ISO 20000 Certification Change Management Questions and Answers 2

Question 1

Which document is primarily used to record and track all changes throughout their lifecycle in ISO 20000?

Accepted Answer

Change record

Answer

A change record captures all details of a change from initiation through closure, serving as the primary tracking document.

Question 2

What is the main purpose of a post-implementation review (PIR) in the change management process?

Accepted Answer

To evaluate whether the change achieved its objectives

Answer

A PIR assesses whether the change met its intended objectives and identifies any lessons learned.

Question 3

In ISO 20000, who is typically responsible for authorizing emergency changes when the full Change Advisory Board cannot convene?

Accepted Answer

Emergency Change Advisory Board (ECAB)

Answer

The ECAB is a smaller group with authority to make rapid decisions for emergency changes when the full CAB is unavailable.

Question 4

What must be assessed before approving a change request according to ISO 20000 change management requirements?

Accepted Answer

The risk, impact, and benefits of the change

Answer

ISO 20000 requires that risk, potential impact on services, and expected benefits are all assessed before a change is approved.

Question 5

Which of the following best describes a standard change under ISO 20000?

Accepted Answer

A pre-approved, low-risk change that follows an established procedure

Answer

A standard change is pre-approved because it follows a tested, documented procedure and carries low risk.

ISO 20000 Certification Practice Test