Document 6540145

ITIL V3 Sample Foundation Exam Questions – Module 4.2 Service Design
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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
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ITIL V3 Sample Foundation Exam Questions – Module 4.2 Service Design
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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
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