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
ISO 20000-1 requires that the change management process address changes to which scope?
Answer: All services, infrastructure, and supporting components within the SMS
ISO 20000 change management covers all components of the service management system (SMS) including services, tools, and supporting infrastructure.
An organization identifies that multiple failed changes originated from the same root cause. Which ISO 20000 process should be engaged to address the underlying issue?
Answer: Problem management
Problem management investigates root causes of repeated failures, including those triggered by changes, to prevent recurrence.
Which element MUST a standard change have before it can be implemented without going through the full change authorization process?
Answer: Pre-approval based on a documented, low-risk procedure
Standard changes are pre-approved because they follow a documented, tested procedure with known low risk, eliminating the need for case-by-case authorization.
ISO 20000 requires change records to be retained. What is the PRIMARY reason for keeping historical change records?
Answer: To support trend analysis, audits, and future change decisions
Historical change records enable trend analysis to detect recurring issues, support audits, and inform better future change decisions.
During an ISO 20000 audit, an assessor asks for evidence that changes are evaluated before authorization. Which artifact BEST satisfies this requirement?
Answer: Completed change records showing risk assessment and approval signatures
Completed change records with risk assessments and approval evidence directly demonstrate the evaluation and authorization steps required by ISO 20000.
What distinguishes an emergency change from a normal change in ISO 20000?
Answer: It requires expedited authorization due to an immediate threat to service
Emergency changes follow an accelerated authorization path because an immediate risk to service exists, but they still require a change record.
ISO 20000 change management requires communication of upcoming changes. Who are the PRIMARY recipients of this communication?
Answer: Stakeholders and affected parties, including customers and users
ISO 20000 requires communicating planned changes to all affected stakeholders, which includes customers and end users who may be impacted.