Mixed Deck — All ISO 20000 Certification Topics Flashcards
100 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 20 Mixed Deck — All ISO 20000 Certification Topics flashcards as text
Which escalation type in ISO 20000 incident management involves transferring an incident to a team with greater technical expertise?
Answer: Functional escalation
Functional escalation involves passing an incident to a team or individual with more specialized technical skills to resolve it.
Which ISO 20000-1 requirement ensures that information about all components of a service is recorded and maintained throughout service transition?
Answer: Configuration management
Configuration management records and controls configuration items, providing accurate information about all service components during and after transition.
In ISO 20000, what is the primary purpose of supplier management?
Answer: To ensure supplier-delivered services meet agreed requirements
Supplier management in ISO 20000 ensures that supplier-delivered services meet agreed requirements and support the organization's service commitments.
Which of the following best describes the relationship between incident management and problem management in ISO 20000?
Answer: Incident management triggers problem management when the root cause of an incident cannot be immediately identified
Incident management resolves the immediate impact and may raise a problem record when the root cause is unknown or recurring; problem management then takes over to investigate and eliminate the underlying cause.
What does ISO 20000-1 require regarding incident prioritization?
Answer: Incidents must be prioritized based on their impact and urgency to determine appropriate response times
ISO 20000-1 requires that incidents be prioritized based on their impact on the business and urgency, which together determine the appropriate response and resolution times.
Which of the following best describes a 'service offering' in ITIL 4?
Answer: A specific combination of goods, service actions, and access to resources designed for a target consumer group
A service offering is a defined combination of one or more services — including goods, service actions, and resource access — tailored for a specific consumer group, enabling value co-creation.
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.
What role does the Plan-Do-Check-Act (PDCA) cycle play in ISO 20000 continual service improvement?
Answer: It provides a structured framework for implementing and evaluating improvements iteratively
The PDCA cycle is the foundational methodology in ISO 20000 for driving iterative and systematic improvement.
What does it mean for a group of specialized organizational capabilities to enable customers to receive value in the form of services?
Answer: Service management
Service management is defined as a set of specialized organizational capabilities for enabling value for customers in the form of services. It encompasses the entire lifecycle of services, from strategy and design to operation and continual improvement, focusing on co-creating value with consumers.
SIP stands for________.
Answer: Service Improvement Plan
SIP stands for Service Improvement Plan. This plan is a key output of the Continual Service Improvement (CSI) process, documenting identified improvement opportunities, proposed actions, responsibilities, and timelines. It serves as a roadmap for enhancing IT services and processes, ensuring that improvements are systematically planned and executed.
In ISO 20000, what is the main purpose of maintaining a service catalogue?
Answer: To document all live services and those available for deployment
The service catalogue provides a documented record of all live services and those approved for deployment, ensuring stakeholders have accurate information about available offerings.
How does ISO 20000 require organizations to handle emergency changes within the change management process?
Answer: Emergency changes must follow an expedited process but still be documented and reviewed retrospectively
ISO 20000 permits expedited handling of emergency changes but requires retrospective documentation and review to maintain control.
According to ISO 20000, which activity is essential during the planning phase of release and deployment management?
Answer: Defining acceptance criteria and rollback plans before deployment
Planning a release requires defining clear acceptance criteria and rollback plans to ensure controlled deployment and the ability to revert if needed.
In the context of ISO 20000 supplier management, what must a service provider ensure when using external suppliers?
Answer: That supplier contracts are aligned with service level agreements made with customers
The service provider must ensure supplier contracts support and align with the commitments made in customer SLAs.
What action is required when a nonconformity is identified within the SMS?
Answer: Take corrective action to eliminate the cause and prevent recurrence
Organizations must react to the nonconformity, evaluate the need for corrective action to eliminate root causes, and prevent recurrence.
What is the purpose of the 'service desk' practice in ITIL 4?
Answer: To capture demand for incident resolution and service requests
The service desk serves as the single point of contact to capture demand for incident resolution and service requests from users.
Which clause of ISO/IEC 20000-1:2018 primarily addresses operational processes including supplier management?
Answer: Clause 8 — Operation of the SMS
Clause 8 of ISO/IEC 20000-1:2018 covers operation of the service management system, including supplier management requirements.
What are the four reasons to monitor and measure in order to provide value to the business?
Answer: Validate;Direct;Justify;Intervene
ITIL identifies four key reasons for monitoring and measuring to provide value to the business: Validate (confirming previous decisions), Direct (guiding future activities), Justify (providing evidence for funding or resource allocation), and Intervene (taking action when something is going wrong or needs adjustment). These reasons ensure that monitoring and measurement activities are purposeful and contribute to effective service management.
A service provider receives a complaint that overlaps with an ongoing incident investigation. Which approach aligns with ISO 20000 best practice?
Answer: Manage the complaint and incident through their respective processes while coordinating information sharing
ISO 20000 best practice requires managing complaints and incidents through their respective processes while coordinating to share relevant information between them.
Which of the seven steps in the improvement process is the first?
Answer: Define what you should measure
The first step in the ITIL Continual Service Improvement (CSI) 7-step improvement process is 'Define what you should measure.' This foundational step involves identifying the specific metrics, Key Performance Indicators (KPIs), and data points that are relevant to the improvement objectives. This ensures that subsequent analysis and actions are based on meaningful and targeted information.