What should a service design package (SDP) be produced for?

1. A standard change
2. A minor change to a service
3. Removal of a service
4. A major change to a service

A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4

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Which statement about internal customers is CORRECT?

A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider

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What is NOT within the scope of service catalogue management?

A. Contribution to the definition of services
B. Interfaces between all services and supporting services
C. Interfaces between the service catalogue and service portfolio
D. Fulfillment of business service requests

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Which is NOT an objective of the change management process?

A. To ensure that all changes to configuration items are recorded in the configuration management system
B. To ensure that changes are recorded and evaluated
C. To respond to the business and IT requests for change that will align the services with the business needs
D. To deliver and manage IT services at agreed levels to business users

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Which of the following form part of the five major aspects of service design?

1. Service solutions for new or changed services
2. Management policies and guidelines
3. Business and governance requirements
4. Technology architectures and management architectures

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

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Which service transition process provides guidance about converting data into information?

A. Change evaluation
B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management

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What are the two MAIN types of activity in problem management?

A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive

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Which is NOT within the scope of service transition?

A. Managing major changes or new services into the operational environment.
B. Defining how the service provider will meet the customer’s required business outcomes.
C. Ensuring that emergency changes are assessed for impact before implementation.
D. Creating a logical model between the individual components and the overall service.

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The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision

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Which statement BEST describes the purpose of release and deployment management?

A. To deliver the functionality required by the business while protecting the integrity of existing services
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate.
D. To record and manage deviations, risks and issues related to the new or changed service

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