ISO 20000 Design and Transition Processes Questions and Answers

Question 1

A service provider is planning the transition of a new, business-critical financial reporting service. According to ISO/IEC 20000-1, which activity is essential during the 'Service Design, Build and Transition' phase to minimize disruption to existing services?

Accepted Answer

Defining and agreeing upon service acceptance criteria with the customer and other interested parties before deployment.

Answer

ISO/IEC 20000-1 requires that before a new or changed service is deployed, service acceptance criteria must be defined, agreed upon, and used to formally authorize the service's transition into the live environment. This ensures the service meets the customer's expectations and requirements, which is crucial for minimizing disruption and ensuring a smooth transition.

Question 2

An organization is introducing a significant change to its primary e-commerce platform. The 'Design and Transition' plan includes extensive testing and a detailed deployment schedule. Which associated ISO/IEC 20000-1 process is primarily responsible for authorizing the change to proceed to the deployment phase?

Accepted Answer

Change Management

Answer

The Change Management process is responsible for controlling the lifecycle of all changes. Its primary objective is to enable beneficial changes to be made with minimum disruption to IT services. A key step in this process is the formal authorization of a change after assessing its risks and impacts, which must occur before the Release and Deployment Management process can execute the implementation.

Question 3

Which of the following BEST describes the primary purpose of the 'Release and Deployment Management' process within the service design and transition phase of ISO/IEC 20000-1?

Accepted Answer

To build, test, and deliver new or changed services into the live environment in a controlled manner.

Answer

Release and Deployment Management focuses on the practical execution of moving new or changed services into the production environment. This includes planning the rollout, building and testing the release package, and deploying it to users, all while ensuring the integrity of the live environment is protected.

Question 4

A company is designing a new cloud-based storage service. As part of the planning for the service transition, they create a detailed plan that outlines the approach, resources, schedule, and specific activities for moving the service into production. According to ISO/IEC 20000-1, what is this documented plan called?

Accepted Answer

A Release and Deployment Plan

Answer

ISO/IEC 20000-1 requires the development of a release and deployment plan to manage the transition of new or changed services. This plan details all aspects of the deployment to ensure it is controlled and successful.

Question 5

During the design of a new customer relationship management (CRM) service, the project team must consider how information about the service's components, such as software, hardware, and documentation, will be managed throughout its lifecycle. Which process is essential for defining, recording, and maintaining this information?

Accepted Answer

Configuration Management

Answer

Configuration Management is the process responsible for identifying, recording, controlling, and verifying information about Configuration Items (CIs), which are the components that make up a service. This information, stored in a Configuration Management Database (CMDB), is critical for the successful design, transition, and ongoing support of any service.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Design and Transition Processes Questions and Answers