ISO 20000 Certification FREE ISO 20000 Service Design and Transition Questions and Answers 2 — Questions and Answers
Question 1: Which activity is primarily concerned with ensuring that new or changed services meet agreed service requirements before deployment?
- Service validation and testing (Correct answer)
- Service budgeting
- Incident management
- Problem management
Correct answer: Service validation and testing
Service validation and testing verifies that new or changed services meet the defined requirements and acceptance criteria before being released into the live environment.
Question 2: In ISO 20000, what is the main purpose of maintaining a service catalogue?
- To document all live services and those available for deployment (Correct answer)
- To track financial costs of each service
- To record incident resolution times
- To list all personnel assigned to services
Correct 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.
Question 3: What does the 'transition planning' process in ISO 20000 primarily address?
- Planning and coordinating resources to deploy a release into production (Correct answer)
- Defining the pricing model for new services
- Establishing SLAs with external suppliers
- Monitoring service availability metrics
Correct answer: Planning and coordinating resources to deploy a release into production
Transition planning focuses on organizing resources, timelines, and activities needed to successfully move a new or changed service into the production environment.
Question 4: Which document typically captures the criteria that a new service must satisfy before it can go live?
- Service acceptance criteria (Correct answer)
- Service level agreement
- Operational level agreement
- Underpinning contract
Correct answer: Service acceptance criteria
Service acceptance criteria define the specific conditions and benchmarks a new or modified service must meet before it is approved for deployment into the live environment.
Question 5: During service design, who is responsible for ensuring that capacity requirements are identified for a new service?
- The service provider's capacity management process (Correct answer)
- The customer's project manager
- The external auditor
- The incident management team
Correct answer: The service provider's capacity management process
The capacity management process within the service provider organization is responsible for identifying and planning capacity needs during the design phase of a new service.
Question 6: What is a key output of the service design phase according to ISO 20000?
- A service design package containing all design documentation (Correct answer)
- A post-implementation review report
- A root cause analysis document
- A customer satisfaction survey
Correct answer: A service design package containing all design documentation
The service design package consolidates all necessary design documentation, plans, and specifications needed to transition a service into operation.
