What’s the purpose of the Service Level Management Process?
A) The purpose of the Service Level Management process is to aid the business in understanding IT capabilities and the way IT supports the business in achieving its goals
This will ensure the business understands that IT resources are finite, therefore these resources must be utilised in the most cost effective way, to create the maximum value from the business perspective
B) The purpose of the Service Level Management process is to ensure that business targets are aligned to IT capabilities
IT must therefore ensure that all of its resources are effectively trained and deployed to achieve this vision
C) The purpose of the Service Level Management process is to ensure that all current and planned IT services are delivered to agreed achievable targets. This is accomplished through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT service targets and achievements, and through instigation of actions to correct or improve the level of service delivered
D) The purpose of the Service Level Management process is to ensure strategic alignment between the business and IT. This can be accomplished by Service Level Management working within the business areas, to facilitate a clear understanding of business requirements. Service Level Management can then successfully translate business requirements into requirements for new or changed services
What’s the purpose of the Design Coordination process?
A) The purpose of the Design Coordination process is to ensure a consistent approach to all service design tasks, coordinating resources and activities, liaising with all stakeholders (both internal and external), accepting the business opportunity from Service Strategy and ensuring the required holistic functional solution is identified before building, testing and deploying the release into the live production environment
B) The purpose of the Design Coordination process is to ensure the goals and objectives of the Service Design stage are met by providing and maintaining a single source of coordination and control for all activities and processes within this stage of the Service Lifecycle
C) The purpose of the Design Coordination process is to ensure that the business requirements are being met, designs are consistent and provide feedback to all relevant stakeholders on progress. The process also ensures design activities do not compromise time, financial and other constraints identified at the start of the project and in doing so providing good quality, reliable services
D) The purpose of the Design Coordination process is to ensure the required service solution does not compromise IT’s ability to fulfil its contractual obligations and responsibilities and in doing so ensuring IT resources are not compromised in their abilities to meet new requirements emerging from the business. The process also ensures the required return on investment (ROI) is achieved
What’s the purpose of the Availability Management process?
A) The purpose of the availability management process is to ensure maximum availability is provided in all IT services, and that this availability is maintained in support of business objectives and required outcomes
B) The purpose of the availability management process is to ensure only those customers who provide the IT organisation with its required return on investment (ROI) can utilise services with high (or full) availability.
C) The purpose of the availability management process is to ensure that only those customers who have been approved by information security management (in conjunction with HR) can access services providing high levels of availability.
D) The purpose of the availability management process is to ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner
What is the objective of Service Design?
A) The objective of Service Design is to design IT Services so effectively that minimal improvement during their lifetime will be required.
B) The objective of Service Design is to ensure all designs are aligned to financial and governance constraints, and they meet all the statutory requirements detailed by the companies legislative restrictions
C) The objective of Service Design should be to take an holistic, IT-based view of all designs, to ensure the service not only meets the IT requirements, but also provides the required ROI (Return on Investment)
D) The objective of Service Design is to design, build, test, deploy and support services in accordance with legislative and corporate constraints, and ensure the services are fit for use and supportable in the future
What’s the purpose of the Capacity Management process?
A) The purpose of the Capacity Management process is to ensure that sufficient capacity is provided during build, test and deployment activities to meet the businesses aims and objectives, as defined in business plans. These must be regularly reviewed by Service Operation functions to ensure any earlier assumptions are still correct
B) The purpose of the Capacity Management process is to ensure that the capacity of IT services and the IT infrastructure meets the agreed capacity and performance related requirements in a cost effective and timely manner
C) The purpose of the capacity management process is to ensure the cost of providing capacity is commensurate with the return on investment (ROI) that IT is looking to achieve, but is aligned to providing the value on investment (VOI) required by the business
D) The purpose of the Capacity Management process is to ensure that IT requirements are fully understood and in doing so allowing IT to provide the optimum capacity to meet the desired (and required) IT outcomes
What’s the purpose of the Supplier Management Process?
A) The purpose of the Supplier Management process is to enable organisations to outsource their IT, thus making considerable cost savings and also allowing the organisation to lessen risks being faced by the failure of internal services. This approach also allows the organisation to be more cost effective by freeing up existing resources through either redundancy or redeployment to other roles
B) The purpose of the Supplier Management process is to identify, gather, analyse and decide on sourcing options, both internal and external, in support of the business aims and objectives. Sourcing options vary, and include insourcing (do it yourself), outsourcing (get someone else to do it) and multi-sourcing (identifying other external service suppliers who could provide a similar service, resulting in both cost and risk reduction)
C) The purpose of the Supplier Management process is to obtain value for money from suppliers and to provide seamless quality of IT service to the business by ensuring that all contracts and agreements with suppliers support the needs of the business and that all suppliers meet their contractual commitments
D) The purpose of the Supplier Management process is to meet regularly with suppliers, discussing performance and looking for improvement opportunities. The process liaises with both the business and IT, but is primarily aimed at ensuring suppliers provide seamless quality of service at a cheapest price possible. This will ensure a cost-effective approach supports the organisation in achieving its objectives
What are the 5 major aspects of Service Design?
A)
B)
C)
D)
What is the purpose of Service Design?
A) To ensure that the design achieves the desired return on investment (ROI) and value on investment (VOI). This will ensure that the Customers will view the Service as providing value-for-money.
Service Design also ensures a repeatable, consistent way to provide the Customer ways of achieving their desired outcomes.
B) To focus on the Business requirements, ensuring that they are involved throughout Service Design activities, and their requirements are met within cost and other constraints (such as resource).
Service Design also ensures Customer representatives play an active role during design activities, to ensure Customer requirements are fully understood and focused on.
C) The purpose of Service Design is to liaise with all relevant stakeholders during design activities, and that these stakeholders provide resources during the relevant stages of the design, build, test, deploy and operate stages.
This approach will ensure everyone is aware of the services and the way these services help the business achieve their desired outcomes – and in doing so ensure the business is successful in whatever market spaces they operate
D) Design of (new or changed) IT services, together with the governing IT practices, processes and policies, to realise the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.
Which of these 4 options do you consider provides the MAIN value Service Design provides?
A) Reduced total cost of ownership (TCO), Improved quality of Service, improved consistency of service, ease of implementation, improved service alignment, improved performance, improve governance, improve effectiveness of service management and IT processes, improved information and decision making and improved alignment with customer values and strategies
B) Higher value on investment (VOI), better return on investment (ROI), improved business understanding of IT and its capabilities, better IT processes and governance, ease of implementation, improved services that provide the business with the functionality and support, therefore improved alignment with customer values and strategies
C) Increased return on investment (ROI), services that are aligned to support desired business outcomes, better IT processes and governance, speed to market, retaining or extending market share, improved quality of service, improved service design models and templates allowing repeatability and consistency in all Service Design activities
D) Better and more cost-effective services that are aligned to support the business, more consistency within IT in terms of quality, speed, innovation and output, adopted standardised approach to design, encouraging innovation and alignment of senior IT with the business board, so IT is aware of forthcoming business strategies and requirements
What is the scope of Service Design?
A) Guidance for the design of services that are cost-effective and that allow IT to align the services to existing requirements, whilst embracing customer requirements, constraints and future vision
B) Service Design scope should include any requirements identified by the business as essential in enabling them to achieve their desired outcomes via the functionality and support provided
C) Guidance for the design of appropriate and innovative IT Services to meet current and future agreed business requirements. Scope describes the principles of Service Design and looks at identifying, defining and aligning the IT solution with the business requirement.
D) Scope should include the holistic (all encompassing) view of the IT service solution, ensuring all requirements are understood from the outset, and the solution enables a ‘win-win’ situation exists, from both the business and IT perspectives
What are the contents of a Service Design Package?
A) Requirements, including business, service applicability (how and where the service should be used), stakeholders, functional requirements, service level requirements, service and operational management requirements, service design, organisational readiness assessment, Service Lifecycle plan (covering the Lifecycle of the service) and a Service Transition and operation plan
B) Functional requirements, business requirements, Service Transition and operation requirements, service acceptance criteria (SAC), process requirements, metrics and measurements requirements, governance requirements, HR and legislative requirements, information security requirements and constraints
C) Strategic assessment and requirements, governance requirements, constraints, tests and predicted results, service acceptance criteria (SAC), organisational readiness assessment, Service Lifecycle plan (covering the lifecycle of the service), third party requirements and constraints, financial constraints and desired return on investment (ROI), required business value on investment (VOI), stakeholder access requirements
D) Defined IT and business requirements, including fit for purpose (Utility) and fit for use (Warranty), timescales, test conditions and predicted results, service acceptance criteria (SAC), build, test, deployment and operational support and maintenance plans, constraints, both theoretical and actual, desired return on investment (ROI), required business value on investment (VOI), stakeholder input and access requirements and a definition of required measurements and metrics
What’s the purpose of the IT Service Continuity Management Process?
A) The purpose of the IT Service Continuity Management process is to support the overall business continuity management process (BCM) by ensuring that, by managing the risks that could seriously affect IT services, the IT organisation can always provide minimum agreed business continuity-related service levels
B) The purpose of the IT Service Continuity Management process is provide IT with the knowledge to document the required actions in the event of a disaster. This enables IT to plan recovery actions needed to be taken in the event of not being able to work due to some unforeseen circumstances
C) The purpose of the IT Service Continuity Management process is to provide guidance to the business about which services need to be restored in what prioritisation order after a disaster has occurred. This will allow the business to consider the likely costs associated with the desired recovery actions, and debate as to whether they are cost effective
D) The purpose of the IT Service Continuity Management process is to ensure IT provides full redundancy and resilience across its infrastructure and services and in doing so ensuring that in the event of a disaster normal service operation can still take place. This ensures the organisation will not be compromised and can maintain its market share.
What’s the purpose of the Information Security Management process?
A) The purpose of Information Security Management is to align IT security with business security and ensure that the confidentiality, integrity and availability of the organisations assets, information, data and IT services always matches the agreed needs of the business
B) The purpose of the Information Security Management process is to ensure that the business is aware that it has the responsibility to ensure safeguards and controls are robust enough to resist and recover from any attack and that all legislative and governance considerations are met. Everyone must be made aware of the importance of control. These controls must also be enforced by having a policy in place, which state the organisation’s attitude and tolerance to risk
C) The purpose of the Information Security Management process is to undertake regular scrutiny on all IT assets as part of the drive to achieve ISO27001. This is the mandatory standard against which organisations seek independent certification of their framework to design, implement, manage, maintain and enforce information security processes and controls
D) The purpose of the Information Security Management process is to align the business with IT requirements concerning the safe care of all assets under its control. This can be achieved by the enforcement of an information security policy which stipulates the organisations attitude and tolerance to risk. The policy will also stipulate that zero tolerance will be shown to anyone found to have breached the policy, which may result in disciplinary actions being taken against the individual(s), including dismissal.
What is the purpose of the Service Catalogue Management Process?
A) The purpose of the Service Catalogue Management process is to act as an IT selling point. The Service Catalogue lists all services currently available and those being prepared to run in the live production environment. The catalogue also offers customers information on how to procure those services, costs, service levels and support available. The catalogue only lists internal services
B) The purpose of the Service Catalogue Management process is to enable customers to engage with IT by being able to view the current services offered, how to procure these services and costs, constraints and risks associated with service usage. The catalogue enables IT to advertise their capabilities and offers the customers a ‘shop window’ into the IT department’s world. This will encourage the business to see IT as a ‘trusted partner’
C) The purpose of the Service Catalogue Management process is to define, analyse approve and charter all services that are, or could be, beneficial in enabling the customers to meet their aims and ambitions. This is achieved through the functionality provided as part of the service, as well as the support offered. The Service Catalogue also allows customers to vary their requirement in terms of support, to align with cost constraints and acts as an IT selling point
D) The purpose of the Service Catalogue Management process is to provide and maintain a single source of consistent information on all operational services and those being prepared to run operationally and ensure it is widely available to those that are approved to access it
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