ISO 20000 Certification FREE ISO 20000 Control and Support Processes Questions and Answers 2

Question 1

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

Accepted Answer

Change management

Answer

Release and deployment management

Answer

Configuration management

Answer

Incident management

Question 2

What is the primary purpose of configuration management as defined in ISO/IEC 20000?

Accepted Answer

To maintain an accurate record of all configuration items and their relationships

Answer

To deploy new software releases into production

Answer

To restore services after a major incident

Answer

To negotiate service level agreements with customers

Question 3

In ISO 20000, what does the release and deployment management process ensure?

Accepted Answer

That releases are planned, built, tested, and deployed successfully into the live environment

Answer

That all incidents are resolved within agreed timeframes

Answer

That service capacity meets current and future demand

Answer

That third-party suppliers meet contractual obligations

Question 4

Which of the following is a key output of the incident management process under ISO 20000?

Accepted Answer

Restored service operation and incident records

Answer

Updated service catalog entries

Answer

Revised capacity plans

Answer

New service level agreements

Question 5

What distinguishes a service request from an incident in the context of ISO 20000 control and support processes?

Accepted Answer

A service request is a user request for information or a standard change, while an incident is an unplanned interruption

Answer

A service request always requires change advisory board approval, while an incident does not

Answer

A service request is only raised by IT staff, while an incident can be raised by anyone

Answer

A service request has higher priority than an incident

Question 6

What role does problem management play in supporting the control processes of ISO 20000?

Accepted Answer

It identifies root causes of incidents to prevent recurrence and minimize impact

Answer

It authorizes emergency changes to the production environment

Answer

It validates that deployed releases meet acceptance criteria

Answer

It ensures backup and recovery procedures are tested regularly