31.
What are the 4 Ps of service design?
- A.People, principles, products, policies
- B.Process, policies, principles, projects
- C.Process, people, products, policies
- D.People, process, partners, products
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| The 4 Ps of service design are the four aspects of service design that ensure a robust design that meets the requirement. The first aspect is people—calculating the number of people required to support the new service and ensuring that they have the necessary skill set to do so effectively. The second aspect to be considered is process— the service design processes and any additional processes, such as authorization or procurement processes. The third aspect is partners—ensuring that the best suppliers are chosen, since they provide components of the service. The final aspect is the products—the services being designed and the technology and tools to support the service later. |
32.
Which three aspects must be balanced in a balanced design?
- A.Time, cost, complexity
- B.Resources, time, functionality
- C.Resources, utility, warranty
- D.Functionality, consistency, resources
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| A design that is balanced has given the appropriate weight to resources, time, and functionality. This means that if, for example, there is a requirement for a functionally rich product, this product will require either a lot of resources or a lot of time to develop. If, on the other hand, the most important requirement is for a fast delivery, either functionality will need to be sacrificed or extra resources will be required. These three elements should therefore be in balance—the optimal level of functionality, delivered within the optimal timeframe, with a reasonable expenditure of resources. |
33.
What is meant by “holistic” service design?
- A.The design can be implemented without the users being affected.
- B.The design has taken into account all five aspects of design.
- C.The design is balanced between functionality, resources, and the required schedule.
- D.The design has been costed to show the total cost of ownership
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
|
A holistic approach ensures that each of the following five aspects is considered: The design of the actual solution itself The service management system and tools that will be required to manage the service The management and technology architectures that the service will use The processes needed to support the service in operation The measurement systems, methods, and metrics that will be required |
34.
Which of the following is not a possible risk when designing a service?
- A.The design will be inflexible, and therefore unable to adapt to meet changing requirements.
- B.Insufficient time spent on warranty aspects may mean the service is not fit for use.
- C.Insufficient time spent on warranty aspects may mean the service is not fit for purpose.
- D.The delivery date may be missed.
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| An inflexible design, late delivery, and insufficient focus on the warranty aspects of capacity, availability, service continuity, and security all pose risks to the success of the design. Option C is incorrect because it wrongly describes warranty as fit for purpose. Warranty describes fitness for use. |
35.
The design for a service must include which of the following?
1. Details of the underpinning contracts that will be required
2. Details of the technology components required
3. Details of the skills that support staff will need
4. Details of the governance requirements for the service
1. Details of the underpinning contracts that will be required
2. Details of the technology components required
3. Details of the skills that support staff will need
4. Details of the governance requirements for the service
- A.1, 2, and 4 only
- B.1 and 2 only
- C.2 and 4 only
- D.All of the above
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| All the aspects listed must be considered if the design is to be successful. The technical components required must be specified, together with the third-party support contracts to ensure that those service components provided by suppliers are delivered to the required quality and cost. If the service is to deliver benefits, it will require properly trained staff to support it in the event of any incidents. Finally, the required reporting and governance controls must be in place to ensure that the service is secure and provides the required information. One such example is ensuring that a finance system provides an audit trail of financial expenditure authorization. |
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