Itil Service Design Question Set 1

Front 1

What are the 5 aspects of Service Design?

Back 1

* Service solutions for new or changed services
* Management information systems and tools, (especially the service portfolio, Including the service catalogue)
* Technology architectures and management architectures
* The processes required
* Measurement methods and metrics.

Front 2

What are the processes in Service Design?

Back 2

1. Design Coordination
2. Service Catalog Management
3. Service Level management
4. Availability Management
5. Capacity management
6. It service continuity management
7. Information security management
8. Supplier management
Continuous service improvement should be applied throughout all above eight.

Front 3

In order to integrate the design cordination process into project management what should be done?

Back 3

• Integrate Design Coordination practices, documents, procedures, and deliverables into proven PM methods
• Ensure PM have specific SD knowledge by
o Provide training on SD practices
o Manage time pressures and uncontrolled changes to design's scope
o Reach agreement on project management improvements away from the pressures of individual project

Front 4

What activities should be remember during requirements engineering?

Back 4

* Appoint a project manager, team and select project governance
* Analyze prioritize, agree and document requirements
* Agree on a project budget and business benefit
* Resolve any potential conflicts between business units
* Agree on sign off process and method for accepting and agreeing on changes to the requirements (avoid scope creep)
* develop a customer engagement plan that outlines how relationships and communication will be managed (BRM/Design Coordination)

Front 5

Name the requirements engineering technigues.

Back 5

• Interviews
• Workshops
• Observation
• Protocol analysis
• Shadowing
• Scenario analysis
• Prototyping
• Questionnaires
• Special purpose records
• Activity sampling

Front 6

What are the six stages of the continuous improvement approach?

Back 6

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. How can we tell when we have got there?
6. How do we keep going?

Front 7

What are the stages of the Service Design lifecycle?

Back 7

* Service strategy
* Service Design
* Service Transition
* Service Operation

Continual Service Improvment throughout ALL stages.

Front 8

What are the responsibilities for a Process Manager?

Back 8

Ensure that process activities are carried out throughout the service lifecycle; monitor and report on process performance.

Front 9

What are the responsibilities of a Business Relationship Manager?

Back 9

Identifies customer needs and ensures service provider can meet them; identifies changes o the customer enviornment.

Front 10

What are the responsibilities of a Service Owner?

Back 10

Ensures that a service is managed with a business focus; provides the level of attention and focus required for its delivery.

Front 11

What are the responsibilities of a process owner?

Back 11

Accountable for ensuring that the process is followed according to agreed and documented standard; defines process strategy.

Front 12

What is the goal of Service Catalog management?

Back 12

Provides a single source of information for all agreed services.

Front 13

What is the goal of information security management?

Back 13

Aligns with the business to ensure information security is effectively managed.

Front 14

What is the goal of Design Cordination?

Back 14

Ensures that SD goals and objectives are met by providing and maintaining a single point of cordination and control for all activies and proceeese within the stage.

Front 15

What is the goal of Service Level Management?

Back 15

Ensures agreed level of service is provided for all current and future services.