ITIL V3 Sample Foundation Exam Questions – Module 4.2 Service Design www.saadehgroup.com SAMPLE ITIL V3 FOUNDATION PRACTICE EXAM MODULE 4.2: SERVICE DESIGN GOOD LUCK! QUESTION 1 What are the Four Ps' within Service Design A B C D People, Process, Product, and Partner People, Process, Procedure, and Partner People, Process, Product, and Package Participant, Process, Product, and Partner QUESTION 2 Document that defines all aspects of an IT Service and its Requirements through each stage of its Lifecycle A B C D Service Package Service Level Package Service Design Service Service Design Package QUESTION 3 Business Process Outsourcing can be defined as: A B C D A Formal arrangements between two or more organizations to work together to provide a well defined portion of a service’s design, development, maintenance, and operation A Formal arranegments where one organization provides and manages the other organization’s entire business function A Formal arrangements with an organization that will provide shared computer-based services to customer organizations over a network. Relies on utilizing external organizational resources in a formal agreement to provide a well defined portion of a service’s design, development, maintenenace, operation © 2010 EAS Training & Consulting – All rights reserved Page x of x ITIL V3 Sample Foundation Exam Questions – Module 4.2 Service Design www.saadehgroup.com QUESTION 4 Which of the following statements are CORRECT about Service Catalogue Management? 1. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. 2. The Service Catalogue is the subset of the Service Portfolio visible to customers 3. The Service Catalogue contains details of all actual running processes as well as of those which are prepare for transition to the live environment A B C D 1 and 2 1 and 3 1 Only All of the above QUESTION 5 Which one of the following is NOT a responsibility of the Service Level Manager A B C D Monitors and produces reports on the service provider’s ability to deliver the agreed level of service for the business Ongoing review of service achievements Ensure that a Service Catalogue is produced and maintained Ensuring that new requirements are captured and that new or changed services and SLAs are developed to match the business needs and expectations Buy Now the Full version of this collection http://www.saadehgroup.com/eshop3.htm © 2010 EAS Training & Consulting – All rights reserved Page x of x