Key Principles and Models
These questions are based on EXE-101: ITIL Foundation Certification in IT Service Management Version 3
Self Test Software Practice Test
Objective: Key principles and models.
Sub-objective: Discuss the five major aspects of service design: 1) service portfolio design, 2) identification of business requirements, definition of service requirements and design of services, 3) technology and architectural design, 4) process design and 5) measurement design.
Single answer, multiple-choice
Which of the following five aspects of the service design phase considers processes needed to improve a service?
- Design of services.
- Design of the processes required.
- Design of service management systems and tools.
- Design of measurement methods and metrics of the services.
- Design of technology architecture and management systems.
B. Design of the processes required.
The design of processes required aspect considers processes that are required to improve, design, operate and transition the service.
The design of services aspect considers required and agreed upon functionality, resources, timeframe, capabilities and quality of the new service.
The design of service management systems and tools aspect considers management tools required to manage and control services during the service lifecycle.
The design of measurement methods and metrics of the services aspect considers service architecture, components and processes.
The design of technology architecture and management systems aspect considers technical architecture and systems required to provide a service.
Office of Government Commerce. Service Design, Chapter 4: Service Design processes, p. 59-60.