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Chapter 5 ■ Service Design
c. Processes are developed by suppliers in alignment with
the customers.
d. Processes have to be tested with other Ps that are listed in
the service design phase.
3. What is a service design package?
a. Package delivered to the service design phase from the
service strategy phase.
b. Design documents of an IT service and its requirements
through each stage of its lifecycle.
c. Policies consisting of design functionalities.
d. Designs supplied by the supplier organization for
deployment and improvement.
4. SLAM stands for:
a. Service-level access management
b. Service-level agreement manager
c. Service-level agreement management
d. Service-level agreement monitoring
5. Which process is responsible for recording the current details,
statuses, interfaces, and dependencies of all services?
a. Service-level management
b. Service catalog management
c. Supplier management
d. IT service continuity management
6. Which of the following are a constituent of a service design
package?
i) Business goals
ii)
Service contracts
iii) Knowledge management database
iv)
Service transition plan
v) Operational acceptance plan
a. i, ii, iii, and v
b. i, ii, iv, and v
c. i, ii, iii, iv, and v
d. i, ii, and v
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