Free ISO 20000 Service Design and Transition Questions and Answers — Questions and Answers
Question 1: A service provider is planning the introduction of a new cloud storage service. According to ISO 20000, which process is primarily responsible for ensuring that the new service has sufficient capacity and performance to meet both current and future agreed-upon business requirements?
- Service Level Management
- Change Management
- Capacity Management (Correct answer)
- Incident Management
Correct answer: Capacity Management
ISO 20000 requires the Capacity Management process to ensure that the service provider has enough capacity to meet current and future customer needs. This includes identifying and agreeing on capacity and performance requirements with the customer during the service design phase.
Question 2: During the transition of a changed service, an organization's release policy, as required by ISO 20000, should be established and agreed upon with the customer. What essential information must this policy define?
- The specific tools used for deployment
- The frequency and type of releases (Correct answer)
- The individual names of the deployment team members
- The marketing strategy for the new release
Correct answer: The frequency and type of releases
According to ISO 20000, the Release and Deployment Management process requires the service provider to establish and agree upon a release policy with the customer. This policy must state the frequency and type of releases to manage expectations and ensure a controlled transition into the live environment.
Question 3: A financial services company is preparing to launch a new mobile banking application. To comply with ISO 20000 standards for the design and transition of a new service, which of the following activities is a mandatory part of the process?
- Conducting a market competitor analysis
- Developing a social media campaign
- Performing a post-implementation user satisfaction survey
- Testing the new service to verify it fulfills the documented design and service requirements (Correct answer)
Correct answer: Testing the new service to verify it fulfills the documented design and service requirements
ISO 20000 explicitly states that the transition of new or changed services includes testing the service to verify that it meets the documented design and fulfills the agreed-upon service requirements before it goes live.
Question 4: Which of the following is a key objective of the Change Management process within the 'Design and transition of new or changed services' clause of ISO 20000?
- To ensure all changes are assessed, approved, implemented, and reviewed in a controlled manner. (Correct answer)
- To restore normal service operation as quickly as possible.
- To create a catalogue of all available services for customers.
- To negotiate and agree upon Service Level Agreements (SLAs).
Correct answer: To ensure all changes are assessed, approved, implemented, and reviewed in a controlled manner.
The primary objective of the Change Management process, as defined by ISO 20000, is to provide control over the lifecycle of all changes, ensuring that they are properly assessed for impact, approved by appropriate authorities, implemented correctly, and reviewed for success.
Question 5: An organization is updating its Service Catalogue to include a new premium support tier. According to ISO 20000, the Service Catalogue Management process must ensure the catalogue is:
- Available only to internal IT staff.
- Reviewed and updated on an ad-hoc basis.
- Maintained to be accurate and reflects the current services offered. (Correct answer)
- Priced in at least three different currencies.
Correct answer: Maintained to be accurate and reflects the current services offered.
The ISO 20000 standard for Service Catalogue Management requires the service provider to maintain the service catalogue, ensuring it contains accurate and up-to-date information about the services being offered to customers.
Question 6: When transitioning a significantly changed service into the live environment, the Release and Deployment Management process fails, and the deployment must be reversed. What essential component should have been included in the Release and Deployment plan according to best practices aligned with ISO 20000?
- A list of all configuration items (CIs) involved.
- A communication plan for the marketing department.
- A detailed back-out or remediation plan. (Correct answer)
- The project manager's performance review.
Correct answer: A detailed back-out or remediation plan.
A critical part of planning for release and deployment, in alignment with the controlled approach of ISO 20000, is to have a documented back-out or remediation plan. This plan details the steps to revert to the previous state if the deployment is unsuccessful, minimizing service disruption.
