Configuration 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 Configuration Management flashcards as text
Which of the following scenarios represents a configuration management failure under ISO 20000?
Answer: A change is approved without updating the CMDB afterward
Failing to update the CMDB after an approved change leaves records inaccurate, undermining the integrity of configuration management.
What is the role of configuration management in supporting problem management under ISO 20000?
Answer: Configuration data helps identify root causes by revealing CI relationships and history
Configuration data, including CI relationships and change history, helps problem management teams trace root causes more effectively.
Which document defines how configuration items are identified, controlled, and reported within a service provider organization under ISO 20000?
Answer: Configuration management plan
The configuration management plan defines the scope, naming conventions, processes, and responsibilities for managing CIs.
A new server is installed and put into production but not added to the CMDB. Which configuration management activity was skipped?
Answer: Configuration identification
Configuration identification involves recognizing and recording new CIs in the CMDB — skipping it leaves the asset unmanaged.
How does ISO 20000 recommend handling configuration management when services are delivered by a third-party supplier?
Answer: The service provider must ensure supplier-managed CIs are included in scope and properly recorded
ISO 20000 requires that the service provider maintains visibility of supplier-managed CIs relevant to service delivery, including them in the overall configuration management scope.
What is the purpose of assigning unique identifiers to each configuration item in ISO 20000?
Answer: To enable unambiguous identification, tracking, and referencing of each CI
Unique CI identifiers prevent confusion between similar items and allow accurate tracking, reporting, and cross-process referencing.
Under ISO 20000, configuration management records should be accessible to which other processes?
Answer: All service management processes that require CI information, such as incident, change, and problem management
Configuration data is a shared resource that supports incident, change, problem, and other service management processes throughout the SMS.