Change Management Flashcards
7 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Change Management flashcards as text
A change request is submitted but lacks sufficient information to assess its risk. According to ISO 20000, what should happen?
Answer: Return it to the requester for clarification
Incomplete change requests must be returned for more information before they can be properly evaluated and authorized.
In ISO 20000, which term describes the coordinated activity of moving a tested change from the test environment to the live environment?
Answer: Deployment
Deployment is the activity that transfers an approved, tested change into the live service environment.
ISO 20000 change management requires a remediation plan. When is this plan MOST critical?
Answer: When implementing a high-risk or complex change
High-risk changes require a remediation (back-out) plan so the organization can recover if the change fails.
Which metric would BEST demonstrate the effectiveness of change management to ISO 20000 auditors?
Answer: Percentage of changes causing incidents (change-related incidents)
The rate of change-related incidents directly measures how well change management controls risk and protects service quality.
ISO 20000 states that the change management process must interface with which process to ensure infrastructure records stay accurate after a change?
Answer: Configuration management
Configuration management must be updated after every change to maintain accurate CMDB records reflecting the current state of infrastructure.
A post-implementation review (PIR) is conducted after a major change. What is the PRIMARY objective of the PIR?
Answer: Determine whether the change met its objectives and identify lessons learned
The PIR evaluates change outcomes against objectives and captures lessons learned to improve future changes.
Under ISO 20000, who bears ultimate accountability for the change management process?
Answer: The process owner
The process owner is accountable for the design, performance, and improvement of the change management process.