WorksheetsService Design - Final quizz
Total questions: 10
Worksheet time: 19mins
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
Which of the following is NOT a process within the Service Design publication?
Service Portfolio Management
Service Catalogue Management
Service Level Management
Supplier Management
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
Which of the following is the best description of a document that details the initial requirements of the customer in terms of business needs?
The Business Service Catalogue
Service Level Requirements (SLR)
Service Level Agreement (SLA)
Service Overview Analysis (SOA)
Which of the following statements are correct in all cases?
1. Service Level Management produces reports on the progress and success of Service Improvement Plans (SIPs)
2. Service Level Management is responsible for the quality of services delivered to customers
1 only
2 only
Both of the above
Neither of the above
What does it mean UC?
Upper Cooperation
Ultimate Capacity
Uderpinning Contract
Used Colleague
What is the capacity manager responsible for?
Ensure that the service is delivered in a cost effective and timely manner in the level targets.
Ensure that the database capacity is enough for the next 6 months
Ensure the service is available
Ensure the the supplier is respecting his commitment
Which activities can be defined as proactive activities for the availability management?
Implement a redundant infrastructure
Propose improvements to reduce the MTTR of the service.
Measure the availability of the service
Define a plan if the Data Center is not accessible for external reasons
As my Data Center is in a flood zone, I define a backup plan in case of total outage for more than 24 hours. Which main process am I working on?
Availability Management to increase the disponibility
Capacity Management to ensure the service is delivered in a cost effective.
IT Service Continuity to manage serious risks.
Service Level to be sure that I can deliver in the level targets.
Which of these activities is NOT in the supplier Management process?
Define the requirements of my customers
Define the commitments of my suppliers
Renewal the UC to align it with the SLR
Maintain the Supplier and Contract Database
