Service Design (SD)

Question 1

Which process includes business, service and component sub-processes?
A. Capacity management 
B. Incident management 
C. Service level management 
D. Financial management

Answer 1

A. Capacity management

Question 2

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management

Answer 2

A. Service design: Design the processes

Question 3

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option 
B. A service transition package (STP) 
C. A service design package (SDP) 
D. A service charter

Answer 3

C. A service design package (SDP)

Question 4

Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services

Answer 4

D. To ensure that an agreed level of IT service is provided for all current IT services

Question 5

Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer

Answer 5

D. An agreement between the service provider and their customer

Question 6

Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities

Answer 6

D. Resources and capabilities

Question 7

Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs) 
B. Third-party contracts 
C. The service portfolio 
D. Operational level agreements (OLAs)

Answer 7

B. Third-party contracts

Question 8

Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual service improvement 
B. Change management 
C. Service level management 
D. Availability management

Answer 8

C. Service level management

Question 9

Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room 
2. Applications 
3. Power and cooling equipment 
4. Recovery sites
A. 1, 2 and 3 only 
B. All of the above 
C. 1, 3 and 4 only 
D. 1 and 3 only

Answer 9

C. 1, 3 and 4 only

1. Hardware within a data centre or computer room
2. Power and cooling equipment
3. Recovery sites

Question 10

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design 
B. Service transition 
C. Continual service improvement 
D. Service operation

Answer 10

A. Service design

Question 11

Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with Information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue

Answer 11

B. Ensuring that service level agreements are maintained

Question 12

Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes

Answer 12

A. Designing and maintaining all necessary service transition packages

Question 13

What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff

Answer 13

A. An agreement between the service provider and another part of the same organization

Question 14

Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only

Answer 14

D. 2 only ( Designing availability into a proposed solution )

Question 15

In which core publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A. Service strategy 
B. Service design 
C. Service transition 
D. Service operation

Answer 15

B. Service design

Question 16

Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

Answer 16

A. Supplier management and service level management