What is an ISO/EC 20000 requirement relating to the service management plan?

Question

Options

• AIt must be available in at least one hard copy and approved
• BIt must include the documented procedures specified by the standard
• CIt must include the scope of the organization's service management plan
• DIt must never include any know-how of the organization

• B
  6% (1)
• C
  12% (2)
• D
  82% (14)

Explanation

Option D is correct because ISO/IEC 20000 imposes no prohibition on including organizational know-how in the service management plan - stating that it "must never" include such know-how is simply not a requirement (or restriction) found anywhere in the standard. The standard focuses on what the plan must contain, not on banning proprietary organizational knowledge.

Why the distractors are wrong:

• A is incorrect because ISO/IEC 20000 does not specify a physical format (hard copy) or a particular approval mechanism tied to format - approval processes exist, but not in that prescriptive way.
• B is incorrect because documented procedures are separate artifacts; the service management plan defines scope, objectives, and resource requirements, not the full set of documented procedures.
• C is a near-miss but subtly wrong - the plan must define the scope of service management, not the "scope of the service management plan" itself, which is a circular and non-standard phrasing.

Memory tip: Think of ISO/IEC 20000's service management plan as a "what and why" document (scope, objectives, resources), not a "how" manual (procedures belong elsewhere). Any answer claiming the standard prohibits content from the plan is almost always a trap - the standard adds requirements, it doesn't censor organizational knowledge.

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