Service Delivery Processes 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 Service Delivery Processes flashcards as text
In ISO 20000-1, which process is responsible for ensuring that adequate capacity exists to meet agreed service demand?
Answer: Capacity management
Capacity management ensures that the service provider has sufficient capacity to meet current and future agreed service demand.
What is the primary objective of service continuity management under ISO 20000?
Answer: To ensure services can be recovered within agreed timeframes after a disruption
Service continuity management aims to ensure that agreed service continuity can be maintained following a major incident or disaster.
Under ISO 20000, which document defines the targets for service availability?
Answer: The service level agreement (SLA)
The SLA is the agreed document between the service provider and the customer that specifies availability and other service targets.
Which metric is most commonly used in availability management to express the proportion of time a service is operational?
Answer: Percentage uptime
Percentage uptime (e.g., 99.9%) is the standard metric expressing how much of the agreed service time a service is available.
In the context of ISO 20000 service delivery, what does a 'service level report' primarily communicate?
Answer: Achievement of agreed service targets over a defined period
Service level reports communicate to customers whether agreed service targets were achieved during the reporting period.
When performing a business impact analysis (BIA) as part of service continuity management, what is the key output?
Answer: Identification of critical services and recovery priorities
A BIA identifies which services are most critical to the business and establishes recovery time objectives and priorities.
ISO 20000 requires that service continuity plans be tested. What is the minimum requirement regarding these tests?
Answer: Plans must be tested at planned intervals and after significant changes
ISO 20000-1 requires that continuity plans be tested at planned intervals and whenever significant changes occur to ensure they remain effective.