Organizational behavior managing people and organizations pdf

Quiz: 4. Understanding Service Design, 1 of 18
Q: Service design has four major areas that need to be considered in order to deliver an holistic design. Which of these are the four areas?

People, process, products, partners

Partners, plans, people, performance

Process, plan, performance, partners

Products, plans, performance, process
Quiz: 4. Understanding Service Design, 2 of 18
Q: "Documents defining all aspects of an IT service and its requirements through each stage of its lifecycle." This is a description of what?

A service design package

A service definition package

A service transition document

A service core package
Quiz: 4. Understanding Service Design, 3 of 18
Q: Which of the following is mainly concerned with the design of new or changed services?

Service Design

Service Transition

Change Management

Service Strategy
Quiz: 4. Understanding Service Design, 4 of 18
Q: Which of these statements best represents the objective of service design?

Service design should design services that deliver the expectations of the service provider in terms of service requirements.

Service design should design services that cannot be improved.

Service design should design services that meet the requirements of the service provider.

Service design should design services that require little improvement, except to meet ongoing business requirements
Quiz: 4. Understanding Service Design, 5 of 18
Q: Which of the following is the primary source of demand for services?

Business processes

Business activities

Business proposals

Business outcomes
Quiz: 4. Understanding Service Design, 6 of 18
Q: Which strategies are the entry points to service strategy in the ITIL lifecycle?

KPIs

PBAs

CIs

Four Ps
Quiz: 4. Understanding Service Design, 7 of 18
Q: Which of these represents the five major aspects considered by service design in the design of quality services?

Solution, service design package, business strategy, measurement, and processes

Solution, architecture, management systems, processes, and measurement

Architecture, service design package, business strategy, service transition plan, and processes

Service management systems, processes, measurement, business strategy, and service operational readiness plans
Quiz: 4. Understanding Service Design, 8 of 18
Q: A service consists of constituent parts, all of which must be considered as part of the design. Which of these are identified as part of service composition?
1. Utility
2. Warranty
3. Resources
4. Capabilities

3 and 4

1 and 2

1, 2, and 4

All of the above
Quiz: 4. Understanding Service Design, 9 of 18
Q: Service design is subject to a number of constraints that impact the ability to design the solution. Which one of these is not recognized as a constraint?

Finance

Regulatory framework

Technology

Service solution
Quiz: 4. Understanding Service Design, 10 of 18
Q: Which of the following Service Design processes makes the most use of data supplied by Demand Management?