ISO 20000 Certification Control and Support Processes 2 — Questions and Answers
Question 1: Which ISO 20000-1 process is primarily responsible for tracking and controlling changes to configuration items throughout their lifecycle?
- Change management
- Configuration management (Correct answer)
- Release and deployment management
- Problem management
Correct answer: Configuration management
Configuration management tracks and controls the status of configuration items (CIs) throughout their lifecycle, maintaining accurate records in the CMDB.
Question 2: A configuration baseline in ISO 20000 serves which primary purpose?
- To authorize emergency changes without full review
- To document approved configuration at a specific point in time for reference or rollback (Correct answer)
- To replace the need for change records
- To identify incidents caused by configuration drift
Correct answer: To document approved configuration at a specific point in time for reference or rollback
A configuration baseline captures the approved configuration of a system at a specific point, enabling comparison and rollback when needed.
Question 3: Under ISO 20000-1, who is accountable for ensuring the configuration management database (CMDB) remains accurate?
- Each individual service desk analyst
- The change advisory board (CAB)
- The process owner of configuration management (Correct answer)
- The service catalog manager
Correct answer: The process owner of configuration management
The configuration management process owner is accountable for the accuracy and integrity of CMDB data.
Question 4: What distinguishes a 'standard change' from a 'normal change' in ISO 20000 change management?
- Standard changes are always emergency changes
- Standard changes are pre-authorized with a known, low risk and documented procedure (Correct answer)
- Standard changes bypass all documentation requirements
- Standard changes require CAB approval every time they are executed
Correct answer: Standard changes are pre-authorized with a known, low risk and documented procedure
Standard changes are pre-authorized because they follow a proven, low-risk procedure, eliminating the need for individual CAB review each time.
Question 5: In ISO 20000, the problem management process aims to do which of the following as a long-term goal?
- Restore service as quickly as possible after each outage
- Eliminate recurring incidents by identifying and resolving their root causes (Correct answer)
- Escalate unresolved incidents to third-party vendors
- Log every user complaint into the service desk system
Correct answer: Eliminate recurring incidents by identifying and resolving their root causes
Problem management focuses on root cause analysis and elimination to prevent future incidents, making it a proactive and long-term process.
Question 6: Which artifact does problem management produce to document a workaround and root cause for a known issue?
- Known error record (Correct answer)
- Request for change (RFC)
- Service level report
- Incident ticket
Correct answer: Known error record
A known error record documents the root cause (if identified) and any available workaround so service desk staff can resolve related incidents faster.
Question 7: ISO 20000-1 requires that release and deployment management coordinate with which other process to ensure configuration records are updated after a release?
- Availability management
- Configuration management (Correct answer)
- Capacity management
- Service continuity management
Correct answer: Configuration management
After a release is deployed, configuration management must update the CMDB to reflect the new state of affected configuration items.
