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Tuesday, January 3, 2012

Questions on ITIL Service Design


Question 1

Which of the following most accurately identifies the two aspects of a Service Catalogue?
A. Operational Service Catalogue and Technical Service Catalogue
B. Operational Service Catalogue and Business Service Catalogue
C. Technical Service Catalogue and Business Service Catalogue
D. Internal Service Catalogue and Supplier Service Catalogue

Question 2

Service Design relies on effective supplier and contract evaluation and selection. When selecting a supplier, which of the following should Supplier Management consider?
1. Track record
2. Capability
3. Credit rating
4. Size relative to the business being placed
A. 1, 3 and 4 only
B. 2 only
C. 1 and 2 only
D. All of the above

Question 3

Which of the following is NOT a process within the Service Design publication?
A. Service Portfolio Management
B. Service Catalogue Management
C. Service Level Management
D. Supplier Management

Question 4

Which of the following statements are correct in respect of Service Design?
1. Service Design ensures not only that the functional elements of a service are addressed by the design, but also elements that facilitate management and operational performance
2. The main purpose of Service Design is the design of new or changed services
3. The goal of Service Design is to assist organisations seeking to plan the introduction of new or changed services and advise how to successfully deploy these new services into the production environment
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above

Question 5

Which of the following statements regarding Maintainability is/are correct?
1. Maintainability is concerned with how quickly and effectively a service, a service component or an individual CI can be restored to its normal working status following a failure
2. Maintainability is the measure of how long a service or service component can perform its agreed function without interruption
3. Maintainability is a measure of compliance to a contract by a supplier
A. 1 only
B. 1 and 3 only
C. 2 only
D. All of the above

Question 6

A. Service Design Package is a key concept in the design phase of the Service Lifecycle. Which of the following would you expect to find within a Service Design Package?
1. Organisational Readiness Assessment
2. Service contacts
3. Service functional requirements
4. Business requirements
5. Service Transition Plans
A. 1, 3 and 4 only
B. 5 and 3 only
C. 2, 4 and 5 only
D. All of the above

Question 7

The implementation of ITIL Service Management is about preparing and planning the effective and efficient use of which of the following?
A. People, Processes, Performance, Products
B. People, Processes, Products, Partners
C. Policies, Purpose, Projects, Practices
D. Planning, Price, Practicality, Performance

Question 8

A customer-based SLA could be best described as?
A. A single agreement covering the needs of several customers
B. A single document that covers the differing needs of several customers
C. A multi-paged document that all parties agree complies with internal quality assurance requirements
D. A single agreement for an individual customer group that details the levels of service provided to that group

Question 9

Which of the following is an alternative term used to describe a form of SLA Monitoring (SLAM) chart?

Question 10

Which of the following is the best description of a document that details the initial requirements of the customer in terms of business needs?
A. The Business Service Catalogue
B. Service Level Requirements (SLR)
C. Service Level Agreement (SLA)
D. Service Overview Analysis (SOA)

Question 11

Which of the following statements most accurately describes ITIL guidance regarding conducting Service Reviews?
A. Service Review meetings must always be held on a monthly basis
B. Periodic review meetings must be held on a regular basis with customers to review the service achievements in the previous period
C. Service Review meetings are always held with both the customer and external service suppliers and can be at any time to suit either party
D. Service Reviews must be held between Service Level Management and customer representatives only at the specific time agreed within the Service Level Agreement

Question 12

Which of the following statements are correct in all cases?
1. Service Level Management produces reports on the progress and success of Service Improvement Plans (SIPs)
2. Service Level Management is responsible for the quality of services delivered to customers
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

Question 13

Which of the following statements is INCORRECT regarding Service Catalogue Management (SCM)?
A. SCM is responsible for ensuring agreed details of all services currently being provided, or those being prepared for transition to the live environment, are included in a Service Catalogue
B. SCM is responsible for ensuring customers are provided with informative data relating to the services being provided in the live environment and that this information is current and relevant
C. SCM is responsible for ensuring details of all pipeline services are included in the Service Catalogue
D. SCM is responsible for ensuring service attributes, as agreed by the Service Level Manager and Service Portfolio Manager, are documented in the Service Catalogue and are kept under strict change control

Question 14

Which of the following statements most accurately describes the overall goal of Information Security Management?
A. To protect the interests of customers and users by protecting systems from harm caused by failure of availability, confidentiality or integrity
B. To align IT security with business security requirements and to ensure that information security is effectively managed in all Service Management activities
C. To produce and maintain an overall Information Security Policy that defines the organisation’s stance and attitude on all security matters
D. To develop an effective Information Security Management System that supports the business objectives and Information Security Policies

Question 15

Compliance to organisation-wide Information Security policy requirements should be referenced within which of the following documents?
1. Service Level Agreements
2. Operational Level Agreements
3. Third party underpinning contracts
4. Security policies
A. 1, 3, and 4 only
B. 1 and 4
C. None of the above
D. All of the above


Question 1: C
Question 2: D
Question 3: A
Question 4: A
Question 5: A
Question 6: D
Question 7: B
Question 8: D
Question 9: A
Question 10: B
Question 11: B
Question 12: C
Question 13: C
Question 14: B
Question 15: D

ITIL Sample Questions Home Page

Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

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