ISO 20000 Certification Design and Transition Processes 2 — Questions and Answers
Question 1: In ISO 20000, which document formally authorizes a service to move from design into transition?
- Service Level Agreement
- Service Design Package (Correct answer)
- Change Authorization Record
- Deployment Plan
Correct answer: Service Design Package
The Service Design Package captures all aspects of a service and its requirements, formally authorizing progression into the transition stage.
Question 2: When transitioning a new IT service under ISO 20000, which activity ensures that support staff are ready before go-live?
- Service validation testing
- Organizational readiness assessment (Correct answer)
- Configuration baseline audit
- Post-implementation review
Correct answer: Organizational readiness assessment
An organizational readiness assessment confirms that people, processes, and tools are prepared to support the service before it goes live.
Question 3: Which ISO 20000 process is primarily responsible for tracking the versions of software components deployed during a service transition?
- Release and deployment management
- Configuration management (Correct answer)
- Change management
- Problem management
Correct answer: Configuration management
Configuration management maintains the configuration management system (CMS), which tracks component versions and relationships.
Question 4: A newly designed service fails user acceptance testing (UAT) during transition. According to ISO 20000, what is the MOST appropriate next step?
- Deploy to production and capture defects as known errors
- Raise a change request to address the failures before deployment (Correct answer)
- Escalate to the service owner and skip further testing
- Document the failures and proceed with go-live on schedule
Correct answer: Raise a change request to address the failures before deployment
Defects found in UAT must be addressed through the change management process before the service can be approved for deployment.
Question 5: Under ISO 20000, what is the purpose of a transition plan?
- To define the financial budget for a new service
- To schedule, coordinate, and track all transition activities and resources (Correct answer)
- To document the service's operational support procedures
- To specify performance thresholds in the SLA
Correct answer: To schedule, coordinate, and track all transition activities and resources
The transition plan coordinates timing, resources, risks, and tasks required to move a service safely from design into live operation.
Question 6: Which of the following BEST describes a 'pilot deployment' in the context of ISO 20000 service transition?
- Deploying to all users simultaneously to test at scale
- A limited rollout to a subset of users to validate the service before full release (Correct answer)
- An emergency release bypassing normal change management
- A rollback of a failed deployment to a previous version
Correct answer: A limited rollout to a subset of users to validate the service before full release
A pilot deployment releases the service to a controlled user group to identify issues before organization-wide rollout.
Question 7: ISO 20000 requires that design considers which of the following to ensure services remain supportable throughout their lifecycle?
- Supplier commercial terms only
- Technology refresh roadmaps only
- Constraints including skills, tools, and supplier capabilities (Correct answer)
- Customer billing preferences
Correct answer: Constraints including skills, tools, and supplier capabilities
ISO 20000 mandates that design accounts for constraints such as available skills, tools, and supplier capabilities to ensure ongoing supportability.
ISO 20000 Certification Design and Transition Processes 2
In ISO 20000, which document formally authorizes a service to move from design into transition?