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SD 01 C

The correct terms for the two aspects of the Service Catalogue are the Business Service Catalogue and Technical Service Catalogue.

SD 02 D

All four factors should be considered. All four are relevant factors in evaluating and selecting a supplier who can deliver the service over a period of time to the required level. Each organisation should have clear processes and procedures for establishing new suppliers and contracts.

SD 03 A

Service Portfolio Management is included within the Service Strategy publication. The other three processes are included within the Service Design publication.

SD 04 A

The first two statements are correct in respect of Service Design. The third statement refers to the Release and Deployment Management process that is part of the Service Transition phase of the lifecycle.

SD 05 A

Maintainability is concerned with either preventing failures or enabling speedy recovery following a failure. Preventative maintenance will be carried out, for example, on hardware, to prevent failures from avoidable causes. Maintainability is often measured and reported as Mean Time to Restore Service (MTRS). Statement 2 refers to Reliability and statement 3 refers to Serviceability.

SD 06 D

The Service Design Package (SDP) details all aspects of a service and its requirements through all of the subsequent stages of the lifecycle. The SDP would therefore not only include the Service and Business Requirements but would also include a Service Transition Plan. A Service Design Package should be produced during the design stage, for each new service, major change to a service, or removal of a service.

SD 07 B

The implementation of ITIL Service Management is about preparing and planning for the effective and efficient use of the Four Ps (People, Processes, Products and Partners).

SD 08 D

A customer-based SLA is a single agreement for an individual customer group covering all SLM issues relevant to the particular customer group or business unit. Option A is discussing a service-based SLA and option B is describing a multi-level SLA. Option C is a generic statement. The customer-based SLA (option D) is where all the requirements of a customer are covered in a single agreement.

SD 09 A

RAG (Red, Amber, Green) is often used as an effective form of SLAM chart to visually display service performance. It provides an ‘at-a-glance’ overview, where Green is normal and in line with SLA targets, Amber would indicate a near breach, and Red would indicate there has been a breach of an SLA target.

SD 10 B

The SLR is the initial document around which the customer requirements for a service will be agreed and documented. Ultimately this will be the foundation for the SLA that is agreed. The SLR can be a difficult document to complete and requires considerable interaction between the customer and service provider to finalise.

SD 11 C

SLAs are required for internally provided services as well as those provided externally. All the other options are correct.

SD 12 B

When creating a Capacity Plan, the detailed analysis of the cause of capacity related incidents would not be considered. Any potential capacity requirements arising from capacity related incidents would have been managed at the time of the Incident and entered into an improvement plan (or, if the requirement was more urgent, would be processed via the Change process). Statements 1, 2 and 4 should be considered when creating a Capacity Plan.

SD 13 A

Availability Management is concerned with Service and Component availability. Availability Management needs to understand and manage both these interconnecting levels.

SD 14 C

Both statements are correct. The impact is always based on the impact on the business and therefore will vary depending on when the disaster happens. It is impossible to eliminate all risks; some are so large (e.g. tsunami) that there is no man-made elimination possible. Even where some action is possible to reduce risk, the costs of doing so may be prohibitive.

SD 15 D

It is advisable to seek legal advice when preparing an Underpinning Contract because it is a legal document. The other documents are internal and (on their own) carry no weight of law.

SD 16 C

A Single Point of Failure (SPOF) occurs in the situation where, if a CI fails, services relying on that CI will also fail. A SPOF represents an absence of Resilience.

SD 17 D

Option D is not a goal of Service Design because it more specifically relates to activities within the Service Strategy phase of the lifecycle (i.e. defining the market, developing the offerings and managing demand).

SD 18 C

There would be no requirement for Supplier Management to comply specifically with an external supplier’s purchasing requirements. The Supplier Management process often has to comply with organisational or corporate standards, guidelines and requirements, particularly those of corporate legal, finance and purchasing as referenced in statements 1 and 3.

SD 19 B

Option B correctly identifies OLAs as internal documents. Option A refers to external suppliers within an SLA which is incorrect. Option C also refers to contractual arrangements which is incorrect for an OLA. Option D is an incorrect statement.

SD 20 B

This is the correct ITIL definition of the overall goal of Availability Management. It refers to Availability Management ensuring the service delivered is at a level that has been agreed with the business. Options A, C and D are elements of availability but discuss general aspects of the process rather than the overall goal. Option A is discussing Reliability, option C is discussing Measurement considerations and option D is discussing Serviceability and Supplier Management.

SD 21 B

Service Reviews are held at a mutually agreed time but should be on a regular basis, in order to review performance achieved against performance agreed for the previous period. Options A and D are too specific, whilst option C is too open.

SD 22 C

Both these statements are correct. SLM, in conjunction with CSI, will report on the progress of improvement actions contained within the SIP. SLM is responsible for ensuring the levels of service are as agreed in the SLA thereby providing a quality service.

SD 23 C

SCM will not input details of any pipeline services into the Service Catalogue. The Service Catalogue will only contain services that are current or have been ‘chartered’. Options A, B and D are correct.

SD 24 B

Option B is the most accurate ITIL description of the goal of Information Security Management (ISM). The other options are important aspects of ISM but do not offer the most accurate description of the overall goal.

SD 25 D

Information about Security Compliance requirements should be extensive and widely available to customers and users. It should be referenced in many different documents. The list, whilst not exhaustive, identifies typical documents where references to security policy matters would need to be made. The policies should be authorised by executive management within the business and IT. Compliance to the policies should be endorsed on a regular basis.


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