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ITIL Certification > 4: Understanding Service Design > Flashcards

4: Understanding Service Design Flashcards

1
Q

The Service Design phase is involved in planning ___, changes to ___, and ensuring they both fulfill service strategy by delivering business objectives

A

new services

existing services

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2
Q

The Service Design phase includes the design of both ___ and ___, ensuring services provide value

A

service

service management processes

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3
Q

Successful design depends on taking the ___ to ___

A

taking to the time to plan ahead

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4
Q

The Service Design phase starts with what?

A

A customer requirement for a new or changed service

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5
Q

The Service Design phase ends when?

A

A service matches a need and is ready to be handed over to the transition phase

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6
Q

The Service Design phase must consider how the service will run and be managed when it becomes ___

A

operational

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7
Q

The purpose of the Service Design phase is to ___ a ___ or a ___ to an ___ that is capable of delivering the required strategic outcome

A

deliver
new service
change
existing service

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8
Q

The purpose of the Service Design phase is to deliver a new service or change to an existing service that is capable of delivering the ___

A

required strategic outcome

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9
Q

The purpose of the Service Design phase includes:

the ___ used to deliver the service

A

technology

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10
Q

The purpose of the Service Design phase includes:

the ___ and ___ to ensure the solution delivers the ___

A

processes
policies
intended value

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11
Q

The purpose of the Service Design phase includes:

what will be required during the ___ for ___

A

transition phase

implementation

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12
Q

The purpose of the Service Design phase includes:

how the service will __ when it is operational

A

perform

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13
Q

The purpose of the Service Design phase includes:

what required to ___ the service

A

support

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14
Q

The purpose of the Service Design phase includes:

ensuring the service ___ within the ___

A

runs

allocated budget

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15
Q

The objective of the Service Design phase is to aim to deliver service that will what?

A

Require very little improvement later

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16
Q

Design activities may be required on a ___

A

regular basis

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17
Q

The scope of the Service Design phase includes ___ and ___ and meeting those ___ too

A

current requirements
future needs
requirements

18
Q

SDP stands for

A

Service Design Package

19
Q

A service design package is one or more documents produced during the service design phase that describe __ of the __ throughout its lifecycle

A

all aspects

service

20
Q

A service design package contains information that will be used to __ and ___ the service throughout its lifecycle

A

transition

operate

21
Q

Typical contents of a SDP:

The ‘4 requirements’ are the

A
  • Original business requirements
  • Functional requirements
  • Management requirements
  • Service level requirements
22
Q

Typical contents of a SDP:

The ‘3 overhead’ are

A
  • How a service will be used
  • Contacts and stakeholders
  • Organizational readiness assessment
23
Q

Typical contents of a SDP:

The ‘3 DPs’ are

A
  • Technical design and documentation
  • New or changed processes for support
  • Sourcing strategy
24
Q

Typical contents of a SDP:

The ‘4 servicers’ are

A
  • Service lifecycle plan
  • Service program, service transition plan
  • Service operational assessment plan
  • Service Acceptance Criteria (SAC)
25
Q

SAC stands for ___

A

Service acceptance criteria

26
Q

Service design should take a __ and __ view of the what is required to design and deliver a service

A

broad

holistic

27
Q

The 4 key elements of service design are?

A

People
Processes
Products
Partners

28
Q

Partners are specialist ___, ___, and __ usually, 3rd party, that provide part of the service

A

suppliers
manufacturers
vendors

29
Q

Partners are usually 3rd party and help provide what?

A

Part of the service

30
Q

What are the 5 key aspects of service design?

A
  1. Service Solutions
  2. Management Information System & Tools
  3. Architectures
  4. Measurement Systems
  5. Processes
31
Q

The ‘Service solutions’ key aspect of service design is the ___; the new ___ offered by the service

A

solution itself

functionality

32
Q

The ‘Service solutions’ key aspect of service design must ensure that the solution meet requirements and work ___

A

within the existing services

33
Q

The ‘Management Information System and Tools’ key aspect of service design ensures that __ or __ services will integrate with ___

A

new
changed
existing management information systems

34
Q

A SKMS stands for what and is an example of a what?

A

Service Knowledge Information System

Management Information System

35
Q

A SKMS holds details about the service within the ___ and the ___

A

service portfolio

service catalog

36
Q

Architecture is the fundamental ___ of a ___ and its __.

A

organization
system
components

37
Q

Architecture is the fundamental organization of a system, its ___ and their ___ to ___ and the ___.

A

components
relationship
each other
environment

38
Q

Architecture is the fundamental organization of a system and the ___ guiding its ___

A

principles

design

39
Q

The development and maintenance of architecture is what?

A

Architecture design

40
Q

The ‘Measurement Systems’ key aspect of service design says that design needs to ensure what?

A

What is being measured meets the requirement

41
Q

The ‘Processes’ key aspect of service design says __ IT and service management processes through out the lifecycle must be ___,

A

all

evaluated

42
Q

Service design does not consider changes to the ___

A

business strategy

ITIL Certification (7 decks)

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