ISO 20000 Certification Service Design and Transition 2 — Questions and Answers
Question 1: Under ISO 20000-1, which document must be produced as part of the service design process to describe how a new or changed service will be delivered?
- Service level agreement
- Service design package (Correct answer)
- Change proposal
- Configuration baseline
Correct answer: Service design package
A service design package documents all aspects of a service and its requirements through each stage of its lifecycle, including design specifications.
Question 2: When transitioning a new service into production under ISO 20000, what must be tested before go-live to ensure the service can be restored if deployment fails?
- Capacity thresholds
- Rollback or back-out plans (Correct answer)
- Service catalog entries
- SLA reporting templates
Correct answer: Rollback or back-out plans
ISO 20000 requires that back-out plans be tested prior to deployment so that the service can be safely restored if the transition fails.
Question 3: Which ISO 20000-1 clause governs the planning of new or changed services to ensure the SMS can support them before they are released?
- Clause 6.1 — Actions to address risks
- Clause 8.2 — Planning new or changed services (Correct answer)
- Clause 9.1 — Monitoring and measurement
- Clause 7.4 — Communication
Correct answer: Clause 8.2 — Planning new or changed services
Clause 8.2 specifically requires organizations to plan the design, transition, delivery, and improvement of services, including new or changed ones.
Question 4: During service design for ISO 20000 compliance, which of the following is a mandatory input that must be considered when designing availability requirements?
- Supplier contract renewal dates
- Service level requirements agreed with customers (Correct answer)
- Internal audit findings
- Resource capacity of IT staff
Correct answer: Service level requirements agreed with customers
Service level requirements agreed with customers define the availability targets that the service design must satisfy.
Question 5: An organization adopting ISO 20000 wants to ensure that service transition does not introduce unacceptable risk. Which control is most directly applicable?
- Performing a cost-benefit analysis of the new service
- Conducting a risk assessment as part of the transition plan (Correct answer)
- Updating the service catalog before deployment
- Issuing a new SLA with reduced targets during transition
Correct answer: Conducting a risk assessment as part of the transition plan
ISO 20000 requires a risk assessment during service transition to identify and mitigate risks before go-live.
Question 6: In ISO 20000, what is the primary purpose of acceptance criteria defined during service transition?
- To set financial budgets for the transition project
- To confirm the service meets agreed requirements before release (Correct answer)
- To document the skills of staff who will support the service
- To update the service portfolio with new offerings
Correct answer: To confirm the service meets agreed requirements before release
Acceptance criteria ensure that a service or change meets the agreed requirements and is ready for release into the live environment.
Question 7: Under ISO 20000, responsibility for approving the release of a new service into the live environment typically rests with which body?
- The service desk manager
- An authorized change or release authority (Correct answer)
- The external auditor
- The customer's project manager
Correct answer: An authorized change or release authority
ISO 20000 requires that releases be authorized by a defined change or release authority before they enter the live environment.
ISO 20000 Certification Service Design and Transition 2
Under ISO 20000-1, which document must be produced as part of the service design process to describe how a new or changed service will be delivered?