Which of the following most accurately identifies the two aspects of a Service Catalogue?

• Operational Service Catalogue and Technical Service Catalogue
• Operational Service Catalogue and Business Service Catalogue
• Technical Service Catalogue and Business Service Catalogue
• Internal Service Catalogue and Supplier Service Catalogue

Service Design relies on effective supplier and contract evaluation and selection. When selecting a supplier, which of the following should Supplier Management consider?
1. Track record
2. Capability
3. Credit rating
4. Size relative to the business being placed

• 1, 3 and 4 only
• 2 only
• 1 and 2 only
• All of the above

Which of the following is NOT a process within the Service Design publication?

• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Supplier Management

Which of the following statements are correct in respect of Service Design?
1. Service Design ensures not only that the functional elements of a service are addressed by the design, but also elements that facilitate management and operational performance
2. The main purpose of Service Design is the design of new or changed services
3. The goal of Service Design is to assist organisations seeking to plan the introduction of new or changed services and advise how to successfully deploy these new services into the production environment

• 1 and 2 only
• 1 and 3 only
• 2 and 3 only
• All of the above

Which of the following statements regarding Maintainability is/are correct?
1. Maintainability is concerned with how quickly and effectively a service, a service component or an individual CI can be restored to its normal working status following a failure
2. Maintainability is the measure of how long a service or service component can perform its agreed function without interruption
3. Maintainability is a measure of compliance to a contract by a supplier

• 1 only
• 1 and 3 only
• 2 only
• All of the above

A. Service Design Package is a key concept in the design phase of the Service Lifecycle. Which of the following would you expect to find within a Service Design Package?
1. Organisational Readiness Assessment
2. Service contacts
3. Service functional requirements
4. Business requirements
5. Service Transition Plans

• 1, 3 and 4 only
• 5 and 3 only
• 2, 4 and 5 only
• All of the above

The implementation of ITIL Service Management is about preparing and planning the effective and efficient use of which of the following?

• People, Processes, Performance, Products
• People, Processes, Products, Partners
• Policies, Purpose, Projects, Practices
• Planning, Price, Practicality, Performance

A customer-based SLA could be best described as?

• A single agreement covering the needs of several customers
• A single document that covers the differing needs of several customers
• A multi-paged document that all parties agree complies with internal quality assurance requirements
• A single agreement for an individual customer group that details the levels of service provided to that group

Which of the following is an alternative term used to describe a form of SLA Monitoring (SLAM) chart?

• RAG
• RACI
• ITAMM
• SMO

Which of the following is the best description of a document that details the initial requirements of the customer in terms of business needs?

• he Business Service Catalogue
• Service Level Requirements (SLR)
• Service Level Agreement (SLA)
• Service Overview Analysis (SOA)