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
A configuration audit reveals that 15% of CMDB records are inaccurate. What does this indicate about the configuration management process?
Answer: Configuration management processes are not being consistently followed or enforced
A high inaccuracy rate indicates that processes for updating CMDB records — especially after changes — are not being reliably executed.
Which ISO 20000 clause directly governs configuration management as a control activity?
Answer: Clause 8.3 (Configuration management)
ISO 20000-1:2018 Clause 8.3 specifically covers configuration management requirements for service providers.
What is the significance of maintaining configuration item version history in the CMDB?
Answer: It supports rollback decisions and root cause analysis by showing what changed over time
Version history allows teams to trace changes, compare states, and support rollback or root cause investigations effectively.
In ISO 20000 configuration management, what does 'configuration control' primarily govern?
Answer: The process for approving and recording changes to CIs
Configuration control ensures that changes to CIs are authorized, documented, and reflected in the CMDB through formal processes.
How should a service provider treat CI data confidentiality in the CMDB under ISO 20000?
Answer: Access to CI data should be controlled based on roles and sensitivity of the information
CI data may be sensitive; role-based access controls protect against unauthorized viewing or modification of configuration records.
What is the best practice for integrating automated discovery tools with configuration management under ISO 20000?
Answer: Use discovery tool data to validate and supplement CMDB records, with human review for discrepancies
Automated discovery provides ongoing CI data that should be reconciled with CMDB records, with human oversight for anomalies and discrepancies.
Which of the following best demonstrates continuous improvement in configuration management as required by ISO 20000?
Answer: Reviewing audit findings, measuring CMDB accuracy trends, and updating processes to reduce errors
Continuous improvement in configuration management involves measuring accuracy, analyzing audit results, and refining processes to address identified weaknesses.