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

Incident management

Answer

Problem management

Answer

Release management

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

To define internal team responsibilities

Answer

To outline the technical architecture of services

Answer

To establish vendor pricing models

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

An incident that has been reported more than once

Answer

A service outage lasting longer than the SLA threshold

Answer

A defect found during release testing

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

Service delivery processes

Answer

Relationship processes

Answer

Resolution processes

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

To track financial costs of IT assets

Answer

To monitor real-time performance of services

Answer

To record customer complaints and feedback

Question 6

How does ISO 20000 define the relationship between incident management and problem management?

Accepted Answer

Incident management restores service quickly while problem management investigates root causes

Answer

Problem management handles all user-reported issues directly

Answer

Incident management only applies to hardware failures

Answer

Both processes are identical in scope and objectives