Review Questions

You can find the answers in Appendix A.

1. Service design delivers a new service or a change to an existing service. Which of the following are included in the service design?

A. All of the above

B. 1, 2, and 3

C. 2, 3, and 4

D. 2 and 4

2. 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.

3. 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.

4. “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

5. 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

6. 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?

A. 3 and 4

B. All of the above

C. 1, 2, and 4

D. 1 and 2

7. 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?

A. Finance

B. Regulatory framework

C. Technology

D. Service solution

8. Which of the following would be considered as suitable contents for a service design package? Select the best option.

A. 1, 2, and 6

B. 1, 3, 5, and 6

C. 1, 3, 4, 5, and 6

D. 2, 5, and 6

9. Which of these statements is the best definition of architecture?

A. 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

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

C. 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

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

10. Which of these represents the five major aspects considered by service design in the design of quality services?

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

B. Solution, architecture, management systems, processes, and measurement

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

D. Service management systems, processes, measurement, business strategy, and service operational readiness plans