Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

Question

Options

• ADocumentation should be kept at least five years for auditing purposes.
• BDocumentation should be protected from damage due to IT related disasters.
• CDocumentation should be stored at a central place and be only accessible via procedures
• DDocumentation should refer to the requirements of ISO/EC 20000 for audit purposes.

• A
  5% (1)
• B
  90% (19)
• C
  5% (1)

Explanation

Protecting documentation from IT-related disasters (option B) aligns with core Service Management principles around business continuity and information availability - if documentation is lost due to a system failure, service delivery and audits are both compromised. Option A is incorrect because no universal five-year retention rule exists in ISO/IEC 20000 or ITIL; retention periods depend on organizational policy and regulatory context. Option C is a security overreach - documentation should be accessible to authorized users through appropriate controls, not locked away behind strict procedures that hinder usability. Option D is a red herring; documentation supports compliance with standards like ISO/IEC 20000, but it doesn't need to explicitly reference those standards to be valid evidence.

Memory tip: Think "PROTECT before you PERFECT" - before worrying about how long to keep docs or where to store them, ensure they survive a disaster. Disaster protection is a prerequisite for all other documentation policies.

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