16.
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
1. Technology
2. Processes
3. Budget
4. Policies
- A.All of the above
- B.1, 2, and 3
- C.2, 3, and 4
- D.2 and 4
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| All four of these elements are included in the service design. |
17.
Which of these statements best represents the objective of service design?
- A.Service design should design services that cannot be improved.
- B.Service design should design services that meet the requirements of the service provider.
- C.Service design should design services that require little improvement, except to meet ongoing business requirements.
- D.Service design should design services that deliver the expectations of the service provider in terms of service requirements.
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Service design should design services that meet the business requirements but can be improved in the future as business requirements change. |
18.
Service design provides value to the business in many different ways. Which of the
following is not recognized as value from service design?
- A.Lower total cost of ownership.
- B.Efficient assessment of changes to business strategy.
- C.Services meet the customer expectations for warranty requirements.
- D.Designs will include governance requirements.
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Service design does not consider changes to business strategy; this is the remit of service strategy and continual service improvement. Design should be to customer requirements, right the first time, and to the standards and controls agreed on within an organization. |
19.
“Documents defining all aspects of an IT service and its requirements through each stage of
its lifecycle.” This is a description of what?
- A.A service definition package
- B.A service transition document
- C.A service core package
- D.A service design package
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| This is a description of a service design package, a major output from service design ensuring the service is fully documented and able to pass through transition activities into operations where it can be used, delivered, and managed with appropriate reporting to allow for any necessary improvements. |
20.
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?
- A.Process, plan, performance, partners
- B.Partners, plans, people, performance
- C.People, process, products, partners
- D.Products, plans, performance, process
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| These are the four major areas that need to be considered for a holistic design: people to use the service as well as those to design, transition, and operate it; processes to support design, transition, operation, and improvement of the service; product (technology, such as infrastructure and applications) to enable the service; and partners, which are any external suppliers required to assist with the design. |
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