Quiz: 4. Understanding Service Design, 1 of 18
Q: Service design has four major areas that need to be considered in order to deliver an holistic design. Which of these are the four areas?

People, process, products, partners

Partners, plans, people, performance

Process, plan, performance, partners

Products, plans, performance, process
Quiz: 4. Understanding Service Design, 2 of 18
Q: “Documents defining all aspects of an IT service and its requirements through each stage of its lifecycle.” This is a description of what?

A service design package

A service definition package

A service transition document

A service core package
Quiz: 4. Understanding Service Design, 3 of 18
Q: Which of the following is mainly concerned with the design of new or changed services?

Service Design

Service Transition

Change Management

Service Strategy
Quiz: 4. Understanding Service Design, 4 of 18
Q: Which of these statements best represents the objective of service design?

Service design should design services that deliver the expectations of the service provider in terms of service requirements.

Service design should design services that cannot be improved.

Service design should design services that meet the requirements of the service provider.

Service design should design services that require little improvement, except to meet ongoing business requirements
Quiz: 4. Understanding Service Design, 5 of 18
Q: Which of the following is the primary source of demand for services?

Business processes

Business activities

Business proposals

Business outcomes
Quiz: 4. Understanding Service Design, 6 of 18
Q: Which strategies are the entry points to service strategy in the ITIL lifecycle?

KPIs

PBAs

CIs

Four Ps
Quiz: 4. Understanding Service Design, 7 of 18
Q: Which of these represents the five major aspects considered by service design in the design of quality services?

Solution, service design package, business strategy, measurement, and processes

Solution, architecture, management systems, processes, and measurement

Architecture, service design package, business strategy, service transition plan, and processes

Service management systems, processes, measurement, business strategy, and service operational readiness plans
Quiz: 4. Understanding Service Design, 8 of 18
Q: A service consists of constituent parts, all of which must be considered as part of the design. Which of these are identified as part of service composition?
1. Utility
2. Warranty
3. Resources
4. Capabilities

3 and 4

1 and 2

1, 2, and 4

All of the above
Quiz: 4. Understanding Service Design, 9 of 18
Q: Service design is subject to a number of constraints that impact the ability to design the solution. Which one of these is not recognized as a constraint?

Finance

Regulatory framework

Technology

Service solution
Quiz: 4. Understanding Service Design, 10 of 18
Q: Which of the following Service Design processes makes the most use of data supplied by Demand Management?

Capacity Management

Service Level Management

Service Continuity Management

Service Catalogue Management
Quiz: 4. Understanding Service Design, 11 of 18
Q: Which of these statements is the best definition of architecture?

The record and capture of the structure of the infrastructure, components, and services and the relationships between them

A formal plan of actions and timescales to implement cost-justified measures to improve the level of service that forms part of continual service improvement

Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle

The fundamental organization of a system, embodied in its components, their relationships to each other and to the environment, and the principles guiding its design and evolution
Quiz: 4. Understanding Service Design, 12 of 18
Q: Which of the following is NOT part of the Four Ps strategy?

Position

Package

Pattern

Plan
Quiz: 4. Understanding Service Design, 13 of 18
Q: Which of the following ITIL processes is responsible for analyzing risks and counter measures?

Problem Management

Capacity Management

Service Desk

IT Service Continuity Management
Quiz: 4. Understanding Service Design, 14 of 18
Q: Which of the following would be considered as suitable contents for a service design package? Select the best option.

1. Organizational readiness assessment
2. Organizational business strategy
3. Service lifecycle plan
4. Service transition plan
5. Service operational acceptance plan
6. Service acceptance criteria (SAC)

1, 3, 4, 5, and 6

1, 3, 5, and 6

1, 2, and 6

2, 5, and 6
Quiz: 4. Understanding Service Design, 15 of 18
Q: Service design provides value to the business in many different ways. Which of the following is not recognized as value from service design?

Efficient assessment of changes to business strategy.

Services meet the customer expectations for warranty requirements.

Designs will include governance requirements.

Lower total cost of ownership.
Quiz: 4. Understanding Service Design, 16 of 18
Q: Which of the following is mainly concerned with the design of changed services?

Change Management

Service Delivery

Service Design

Service Transition
Quiz: 4. Understanding Service Design, 17 of 18
Q: Which of the following is NOT a benefit resulting from good Service Design practice?

Improved service ownership

Improved service alignment

Improved IT governance

Improved quality of service
Quiz: 4. Understanding Service Design, 18 of 18
Q: Service design delivers a new service or a change to an existing service. Which of the following are included in the service design?
1. Technology
2. Processes
3. Budget
4. Policies

All the answers are correct.

2 and 4

2, 3, and 4

1, 2, and 3