ISO 20000 Certification FREE ISO 20000 Certification IT Service Management Questions and Answers 2

Question 1

Which process in ISO 20000 is responsible for ensuring that all changes to services are assessed, approved, and controlled?

Accepted Answer

Change management

Answer

Change management governs the assessment, approval, and controlled implementation of all changes to services under ISO 20000.

Question 2

What is the primary purpose of a Service Level Agreement (SLA) as defined in ISO 20000?

Accepted Answer

To document agreed service targets between provider and customer

Answer

An SLA documents the agreed service levels and targets between the service provider and the customer.

Question 3

In ISO 20000, what does the term 'known error' refer to?

Accepted Answer

A problem with a documented root cause and a workaround

Answer

A known error is a problem where the root cause has been identified and a workaround or permanent fix has been documented.

Question 4

Which clause of ISO/IEC 20000-1 addresses the requirements for planning and implementing new or changed services?

Accepted Answer

Design and transition of new or changed services

Answer

The design and transition clause specifies requirements for planning, designing, building, and transitioning new or changed services.

Question 5

What is the role of a Configuration Management Database (CMDB) in ISO 20000?

Accepted Answer

To store and manage information about configuration items and their relationships

Answer

The CMDB stores information about configuration items and their relationships, supporting multiple service management processes.

ISO 20000 Certification Practice Test