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1 ITIL Intermediate Lifecycle Stream: SERVICE DESIGN CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the eight examination questions will be based. All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. In order to answer each of the eight questions, you will need to read the related scenario carefully. On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. You may choose ONE answer only, and the Gradient Scoring system works as follows: If you select the CORRECT answer, you will be awarded 5 marks for the question If you select the SECOND BEST answer, you will be awarded 3 marks for the question If you select the THIRD BEST answer, you will be awarded 1 mark for the question If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%). The Official ITIL Accreditor The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 1 of 9

2 Scenario One An in-house IT unit in a financial services company has initiated a program to improve the quality of IT services delivered to the business, and to address issues with a low level of customer satisfaction. One of the business s main causes of dissatisfaction with the current IT service quality is the IT unit s inability to quickly prioritize incidents, problems and changes based on business criticality. You are the service design co-ordinator and you have been asked by the chief information officer (CIO) to review the situation and make recommendations on how the issue should be progressed. You have identified the following key stakeholders in the company to ask for input: Service managers (SMs) in the IT unit, who are responsible for the daily service delivery and who know the technical aspects of the services well Business relationship managers (BRMs) in the IT unit, who are responsible for the overall IT service delivery to the various business areas and who have frequent contact with business representatives Business process owners (BPOs) in the business areas, who are responsible for the daily performance of each business process Business area managers (BAMs), who are responsible for the vision, strategy and overall performance of the company. Based on these discussions, you have concluded that there are major differences of opinion between the stakeholders regarding the classification of business criticality. You have reviewed all other sources of information including the service catalogue, a recent business impact analysis, a document listing the agreed vital business functions, and the configuration management system. You have determined that none of the sources is completely accurate or up-todate, and that there are many inconsistencies between the data sources on business criticality. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 2 of 9

3 Scenario Two A medium-sized company in the electronics industry is in a period of significant expansion in terms of revenue, business lines, geographic presence and headcount. The company has an internal IT department delivering global IT services to all business lines. The IT department has several mature processes in place with a clear focus on customer needs and is running a continual improvement programme. As part of the continual improvement programme, an external company has just completed the first of what are to be annual ITIL process maturity assessments. Although pointing out a number of strengths, the company has also found the capacity management process to be ad hoc and informal, representing a critical risk to the business. Key IT systems have been found to be rapidly approaching their capacity limits, and network latency for business critical services in new regions is often unacceptable. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 3 of 9

4 Scenario Three A recently privatized utility company that supplies gas and electrical services decided to review its strategy for sourcing its IT services. Many other areas of the business have already been outsourced, such as gas production and gas distribution for domestic and commercial customers. Currently, all IT services are provided by an internal IT unit. The IT services are principally supplied by two internally-housed and managed data centres. A set of generic service acceptance criteria (SAC) was created 12-months ago to reduce issues associated with the acceptance of new services. In order to improve the quality and cost-effectiveness of IT service delivery, the business has decided to consider the use of external suppliers/outsourcers. In order to comply with the strategic directive, senior managers within IT are reviewing the current sourcing arrangements with a view to outsourcing some elements of the existing services. This is progressing in parallel with a project to design and develop a new customer billing system for the organization. This project has been selected as a pilot for evaluating the new sourcing strategies. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 4 of 9

5 Scenario Four The internal IT unit of a major manufacturing company has been implementing service management processes for two years. It has a number of different processes in place, with varying degrees of maturity. Several business relationship managers (BRMs) are working within the IT unit to provide interfaces to the business. The IT unit has identified a need for more involvement from the business and better alignment of IT to the business. Until now the business has been reluctant to get involved in service management activities, seeing them as an IT responsibility. The business has even expected IT to develop business continuity plans and a business security policy, which have yet to be finalized. A new corporate risk and security manager (CRSM) recently joined the organization. The CRSM is worried by the level of unacceptable and unmanaged risk within the organization, specifically in relation to IT service continuity and information security. The CRSM wants to establish better control and stronger corporate governance, and has the support of the board and the chief executive officer (CEO). The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 5 of 9

6 Scenario Five A hotel has an internal unit providing IT services. The IT unit has been using ITIL as a framework of best practices for several years, and is now moving from a process-focused approach to an ITIL service lifecycle focus. The main activity so far has been in the areas of incident, problem, change, and release and deployment management. These four processes are now well-established and used throughout the IT unit. The service desk activities and the automation of the incident management process are supported by a tool. The IT unit has tried to extend the use of the tool to both problem and change management, as well as to integrate the tool with in-house event and system management tools, but has experienced issues with and received little support from the tool vendor. The IT unit has reviewed its service management activities and decided to expand its use of ITIL, especially for processes that have a greater influence over the service design activities. The unit has recently started to implement service level management and has service level agreements (SLAs) in operation for most of their services. IT now realizes that, in order to reach their goals with service management, they will need to replace the existing tool with a more comprehensive, integrated service management tool. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 6 of 9

7 Scenario Six You are the design co-ordination manager in a small financial organization renowned for the ease and speed of its mortgage request handling. The company is intending to launch a new service allowing customers to submit mortgage requests and track progress of their applications through a secure web interface. Senior management intends to use the web to launch further financial products such as private loans and investment products. This activity expansion will require the development of new IT services. The internal IT department has a good reputation. There are formal processes in place which follow ITIL best practices and which have so far suited the business needs. However, a recent serious security breach caused significant business dissatisfaction. Security will be critical for future business development. The business thinks that this security incident could have been avoided and should have been resolved much faster. To maximize the chance of success for future IT developments, a project has been launched to improve IT performance by further implementing ITIL service management practices. Each IT manager has been asked to come up with a list of key performance indicators (KPIs) for their activities. After a brainstorming session with your team, you ended up with a long list of possible KPIs. You know that best practice recommends focusing on only a small number of well-balanced KPIs. You therefore have to make a selection of the best subset of the KPIs from the list and will begin by considering service design KPIs. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 7 of 9

8 Scenario Seven A large airline company is experiencing significant competition from smaller, low-cost airlines and high-speed train operators. The current company focus is, therefore, on cost reductions and maximizing value for money. One of the main issues identified by senior business management is that IT tends to introduce unnecessary, sophisticated tools in order to satisfy their fascination with new technology, regardless of the actual business needs and costs. In order to deal with this issue and contribute to the company s focus, the internal IT department has launched an ITIL initiative. There is no formal service level management (SLM) process in place yet, but the IT director believes that SLM would support the objective of giving more attention to business needs and providing better value for money. An SLM team has been set up and a project plan is in preparation. As part of an awareness campaign, the IT director wishes to advertise a mission statement for the team. This mission statement should help to ensure support for SLM from all stakeholders. The director has come up with four proposals. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 8 of 9

9 Scenario Eight A travel agency is divided into three separate divisions: business travel, holiday travel, and group travel. In the November budget meeting, the business unit manager of holiday travel voiced an urgent need for a new, business-critical customer relationship management (CRM) solution. The old system has been in use for more than 15 years and runs on an outdated and expensive mainframe. This system has performance issues and lacks much-needed functionality. Employees report reduced efficiency due to the need for manual data entry and poor system response times. The board of directors recognizes the need and has approved resources in next year s budget, based on estimated costs of market-leading CRM solutions. They agree the urgency and set the target date for project completion as the end of the second fiscal quarter (Q2) next year. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 SCENARIO BOOKLET v6.1. Page 9 of 9

10 ITIL Intermediate Lifecycle Stream: SERVICE DESIGN CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice QUESTION BOOKLET Gradient Style Multiple Choice 90 minute paper Eight questions, Closed Book Instructions 1. All 8 questions should be attempted. 2. You should refer to the accompanying Scenario Booklet to answer each question. 3. All answers are to be marked on the answer grid provided. 4. You have 90 minutes to complete this paper. 5. You must achieve 28 or more out of a possible 40 marks (70%) to pass this examination. The Official ITIL Accreditor The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 1 of 13

11 Question One Refer to Scenario One You must provide a recommendation to the chief information officer (CIO). Your recommendation must say WHO should discuss and agree on the criticality of all new or changed IT services, and WHEN discussions should take place. Which one of the following options BEST addresses both of these issues? A. BPOs and SMs should agree on the criticality. Discussions should take place during the finalization of the service level agreement (SLA). The decision should be reviewed when handling major incidents, problems and changes. B. BAMs and BRMs should agree on the criticality. Discussions should take place when drafting or revising the service level requirements (SLRs). The decision should be reviewed through the stages of the service lifecycle. C. BPOs and BRMs should agree on the criticality. Discussions should take place when drafting the SLA. The decision should be reviewed when planning the transition of the service into production. D. BPOs and BRMs should agree on the criticality. Discussions should take place when drafting or revising the SLRs. The decision should be reviewed during the finalization of the SLA. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 2 of 13

12 Question Two Refer to Scenario Two You have been hired by the IT department to assist in developing a formal capacity management process. The chief information officer (CIO) has asked you to provide input to the first workshop, listing a balanced set of activities that the process should include. Which one of the options below BEST represents a balanced set of activities for the capacity management process? A. Ensure that collected performance data is recorded, analysed and reported Tune and optimize the performance of infrastructure components Exploit and introduce new technology to improve the overall capacity Produce trends for the current component utilization and estimate the future requirements Establish and monitor automated thresholds to manage operation Instigate proactive and reactive actions to ensure that the performance meets business needs. B. Help identify and model business demand and growth Control and predict usage, workloads and end-to-end performance of the live, operational IT services Assist with the diagnosis and resolution of capacity-related incidents and problems Ensure that all components within the IT infrastructure that have finite resources are monitored, measured and tuned Produce trends for the current component utilizations and estimate the future requirements Produce and maintain an appropriate and up-to-date capacity plan which reflects the current and future needs of the business. C. Understand the current demands being made by the customers for IT resources Translate business needs into requirements for IT services and infrastructure Ensure that requirements for IT services are quantified, designed, planned and implemented in a timely manner Establish and monitor automated thresholds to manage operation Ensure that collected performance data is recorded, analysed and reported Produce and maintain an appropriate and up-to-date capacity plan which reflects the current and future needs of the business. Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 3 of 13

13 Question continued D. Create models and trends for predicted changes in IT services Ensure that SLAs are in place for new services and that they reflect capacity requirements Ensure that the performance of all services, as detailed in service targets within SLAs and SLRs, is monitored and measured Ensure that collected service data is recorded, analysed and reported Instigate proactive and reactive actions to ensure that the performance of all services meets their agreed business targets Communicate capacity requirements to external suppliers and negotiate prices. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 4 of 13

14 Question Three Refer to Scenario Three You are the senior manager in charge of the project designing and developing a new customer billing system. You have been asked to evaluate alternative sourcing strategies for the development and delivery of this new service. Your first task is to complete a business case and outline an approach. Which one of the following options is the MOST appropriate approach to use for the design and development of the new customer billing system? A. Preparation: Design alternative solutions: Evaluation and selection: Recommendation and conclusion: Agree on the requirements for the new customer billing system with the business units Design alternative sourcing solutions Produce budgets for alternative solutions Check how alternative solutions conform with constraints, strategy and architectures Evaluate alternative solutions Select the preferred solution and supplier(s) Review the current sourcing strategy and SAC Produce specific SAC for the customer billing solution Produce the business case with the recommended solution Eliminate alternative solutions B. Preparation: Design alternative solutions: Evaluation and selection: Recommendation and conclusion: Agree on the requirements for the new customer billing system with the business units Review the current sourcing strategy and SAC Produce specific SAC for the customer billing solution Design alternative sourcing solutions Produce budgets for alternative solutions Check that alternative solutions conform with constraints, strategy and architectures Evaluate alternative solutions Select the preferred solution and supplier(s) Produce the business case with the recommended solution Eliminate alternative solutions Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 5 of 13

15 C. Preparation: Design alternative solutions: Evaluation and selection: Recommendation and conclusion: Question continued Agree on the requirements for the new customer billing system with the senior managers Evaluate alternative solutions Check that alternative solutions conform with constraints, strategy and architectures Design alternative sourcing solutions Produce budgets for alternative solutions Eliminate alternative solutions Select the preferred solution and supplier(s) Review the current sourcing strategy and SAC Produce specific SAC for the customer billing solution Produce the business case, with the recommended solution D. Preparation: Design alternative solutions: Evaluation and selection: Recommendation and conclusion: Agree on the requirements for the new customer billing system with the senior managers Produce the business case with the recommended solution Evaluate alternative solutions Eliminate alternative solutions Check that alternative solutions conform with constraints, strategy and architectures Design alternative sourcing solutions Produce budgets for alternative solutions Select the preferred solution and supplier(s) Review the current sourcing strategy and SAC Produce specific SAC for the customer billing solution The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 6 of 13

16 Question Four Refer to Scenario Four As a project manager from the IT unit, you have been asked by the corporate risk and security manager (CRSM) to establish new IT service continuity and information security strategies. Which one of the following options describes the BEST set of phases and activities for the project? A. Phase 1: Phase 2: Phase 3: Phase 4: 1. Review strategies and plans in the IT unit. 2. Review IT security, continuity and risks with the head of IT. 3. Review business plans with business capacity management. 4. Define and agree on the scope with IT senior management. 5. Involve IT departments in determining requirements. 6. Agree on a business case with budget, resources and IT senior management commitment. 7. Conduct a business impact analysis (BIA) and a risk assessment. 8. Produce IT continuity and information security strategies. 9. Verify IT continuity and information security strategies with IT senior management. B. Phase 1: Phase 2: Phase 3: Phase 4: 1. Review service catalogue, service level agreements, contracts and IT strategies. 2. Review security, continuity and risk with the CRSM. 3. Review corporate strategies, approaches and processes. 4. Define and agree the scope with business relationship managers (BRMs). 5. Involve business units in determining requirements. 6. Agree on a business case with budget, resources and IT senior management commitment. 7. Conduct a BIA and a risk assessment. 8. Agree on the business security and business continuity strategies. 9. Produce and agree IT continuity and information security strategies. Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 7 of 13

17 Question continued C. Phase 1: Phase 2: Phase 3: Phase 4: 1. Identify vital business functions (VBFs). 2. Conduct an RA and perform penetration testing of business critical services. 3. Agree on prioritized risks and mitigating actions. 4. Produce and agree on IT continuity and information security strategies. 5. Review the current IT continuity mechanisms. 6. Review the supplier agreements of IT continuity providers. 7. Review capacity and availability plans. 8. Update agreements with IT continuity providers. 9. Update availability and capacity management plans. D. Phase 1: Phase 2: Phase 3: Phase 4: 1. Define and agree on the scope with IT senior management. 2. Involve IT departments in determining requirements. 3. Review existing IT continuity mechanisms. 4. Review the existing information security policy. 5. Review the corporate risk register. 6. Identify VBFs. 7. Conduct a risk assessment and update the corporate risk register. 8. Produce IT continuity and information security strategies. 9. Verify IT continuity and information security strategies with IT senior management. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 8 of 13

18 Question Five Refer to Scenario Five You have asked four service management tool suppliers to provide information on their products. Which one of the following supplier statements BEST matches the IT unit s high-level requirements for an integrated service management tool? A. Our service lifecycle tool supports incident and problem management, including computer telephony integration (CTI) The processes can be integrated using a configuration management database (CMDB), which has a service catalogue and a financial accounting module With some modifications, the tool can easily be integrated with most event management tools in the marketplace Support for key activities in the management of changes and releases is present We are soon releasing new functionality which includes service and component availability management. B. Our tool is a fully integrated service desk tool that supports incident and problem management, which includes the support of CTI There is an integrated asset management module that also supports financial budgeting and accounting The tool has been used in conjunction with system management tools An optional module provides a change calendar and roll-out planning, and extended functionality in this area is being tested We are finalizing a module to support both system availability and performance management, including reporting. C. Our tool is fully ITIL-compliant, with support for incident and problem management There is a financial accounting system option within the tool which provides comprehensive budgeting and accounting functionality A key feature in our tool is an integrated event management and request fulfilment module Future support for both change and release and deployment management is being considered We are currently developing a component capacity management module, with support for advanced modelling. Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 9 of 13

19 Question continued D. Currently the tool supports incident and problem management within an integrated service desk module, including CTI An optional module can be provided to fully support the management of changes and releases There is an option for supporting these modules with a configuration management system module that includes a service portfolio containing a service catalogue The tool has well-established interfaces to leading event management tools and we have experienced consultants available to help with the integration We are currently trialling an optional module that includes the management of service level agreements and service quality targets, with a comprehensive reporting interface. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 10 of 13

20 Question Six Refer to Scenario Six Which one of the following options is the BEST set of balanced KPIs for measuring the service design process for this organization? A. Increase in percentage of service design packages completed on schedule An information security policy (ISP) is produced, communicated and reviewed according to schedule Percentage reduction in customer complaints regarding the IT services functionality, availability, security and performance Percentage reduction in number of problems for which the root cause is linked to flaws in the service design process Decrease in the number of security compliance audit failures relating to security requirements. B. Increase in percentage of service design packages completed on schedule Increased number of services transitioned with a service design package Increase in percentage of new services going live with a signed SLA Percentage reduction of costs related to problems for which the root cause is linked to flaws in the service design process Decrease in percentage of new services not approved for production due to lack of sufficient planning. C. Percentage of service design packages completed on schedule Average time taken to resolve capacity-related incidents Increase in percentage of test plans produced on time Percentage reduction in number of problems for which the root cause is linked to flaws in the service design process Percentage reduction in the resolution costs of security-related problems. D. Percentage reduction in number of security breaches Increase in percentage of new services going live with a signed SLA Increased accuracy of the SLAs, OLAs and contracts Percentage reduction in number of problems for which the root cause is linked to flaws in the service design process Increased number of services transitioned with a service design package. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 11 of 13

21 Question Seven Refer to Scenario Seven Which one of the following options is the BEST mission statement for service level management (SLM) in this organization? A. In order to provide first-class IT services to the business, the SLM team will make sure that they have a good understanding of the services to be provided by defining and agreeing service level agreements (SLAs). SLAs will be based on a predefined template and special attention will be paid to making sure that only realistic targets are included. In the best interest of the business, the SLM team will contribute to any new IT service development project in order to make sure service level requirements are defined before development starts. B. The SLM team will contribute to the company s objectives by making sure high-quality IT services are provided based on reliable technologies. To achieve this we will make sure SLAs are defined, negotiated and agreed between the business and the IT department. We will make sure all IT teams and suppliers support the required quality of service by defining appropriate underpinning agreements and contracts. We will carefully monitor the quality of services and take required corrective actions. We will also invest in continual service quality improvement. C. In order to make good use of modern technology the SLM team will make sure all stakeholders have a common understanding of required IT service quality levels. The SLM team will develop relationships with the business, IT teams and IT suppliers. Our purpose is to act as a facilitator between all parties in order to define and manage SLAs, underpinning agreements, and contracts. Performance is our primary concern, and we take responsibility for carefully analysing volumes and demand for services in order to size the IT infrastructure and avoid unnecessary expense. D. The SLM team will develop relationships with the business and make sure the appropriate IT service targets are defined, negotiated and agreed in SLAs. Our main focus is on aligning IT services with business needs, in order to meet customer and user expectations for quality and cost. The SLM team will collaborate with other IT teams and with supplier management to ensure that IT services are delivered to the agreed targets. We will identify and implement service improvements in the best interest of the business. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 12 of 13

22 Question Eight Refer to Scenario Eight You are an IT service management specialist who has just been assigned the role of project manager for establishing the new customer relationship management (CRM) solution. It is now January. You have been asked to present a project plan at the board meeting next week, with a shortlist of relevant CRM solutions as a key milestone in the plan. Which one of the options below is the BEST approach to use for the first steps in the project plan? A. 1. Identify all business, user and IT stakeholders for the new CRM solution. 2. Produce a requirements catalogue through interviews, workshops and observations. 3. Present the requirements to the board for discussion and approval. 4. Establish a CRM solution shortlist based on the agreed requirements. B. 1. Use a recent market analysis performed on CRM solutions to produce a shortlist of two to four CRM solutions. 2. Check solution references with existing customers to see if they are satisfied with the solutions. 3. Invite the shortlisted CRM vendors to early pilot testing in the project group. 4. Present to the board the findings and a recommendation on which solution to choose. C. 1. Use the experience and knowledge in the IT department to produce a requirements catalogue and a CRM solution shortlist. 2. Produce and distribute a request for proposal (RFP) to the shortlisted vendors. 3. Invite the shortlisted vendors to participate in extensive testing, involving business users and IT. 4. Present to the board the findings and a recommendation on which solution to choose. D. 1. Produce a requirements catalogue by extracting requirements from the SLA for the existing CRM solution. 2. Discuss and agree on requirements with senior business management. 3. Establish a CRM solution shortlist based on the agreed requirements. 4. Present the shortlist to the board for discussion and approval. The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 QUESTION BOOKLET v6.1. Page 13 of 13

23 ITIL Intermediate Lifecycle Stream: SERVICE DESIGN CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice ANSWERS AND RATIONALES The Official ITIL Accreditor The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 1 of 13

24 Answer Key: Scenario Question Correct: 5 Marks 2 nd Best: 3 Marks 3 rd Best: 1 Mark Distracter: 0 Marks One 1 B D C A Two 2 B C A D Three 3 B A C D Four 4 B A D C Five 5 D A B C Six 6 A D B C Seven 7 D B A C Eight 8 A D C B The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 2 of 13

25 QUESTION One Scenario One Question Rationale This question focuses on the need to recognize that determining business criticality is part of the early requirements analysis phase of service design. Senior business representatives must agree and sign off the requirements to ensure that the service delivered matches the needs of the business. Discussions should take place with sufficiently high-level representatives from IT who can understand the business needs and translate the needs into service quality criteria. In addition, the business criticality has to be reviewed during every stage of the service lifecycle, as requirements often change and evolve. The correct answer should, therefore, make the following points: BAMs and BRMs should be involved Discussions should take place when identifying SLRs The decision should be reviewed during each stage of the service lifecycle. MOST CORRECT (5) B Contains all the relevant points listed above. SECOND BEST (3) D This answer is quite good, but senior business management (BAMs) should be involved in the discussions, and the decision should be reviewed at later stages in the service lifecycle. THIRD BEST (1) C This answer involves BPOs instead of BAMs, initiates the discussions too late (during the SLA drafting), and fails to specify the need for review later in the service lifecycle. DISTRACTER (0) A Discussions are taking place at an insufficiently high level (BPOs and SMs, who mainly have a technical focus) and occur too late during the finalization of the SLAs. The review takes place during major incident, problem and change handling, where the scenario calls for quick decisions on prioritization. Also, the option fails to specify the need for reviews later in the service lifecycle. Syllabus Unit / ITIL SL: SD02 Service design principles Module supported Blooms Taxonomy Testing Level Level 3 Applying Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Subjects covered Book Section Refs Difficulty Application The candidate must apply their knowledge of service design principles and, in particular, those related to service level requirements and business criticality, in order to select the answer option that will correctly address the needs outlined in the scenario. Categories Covered: Service design principles Service requirements, business requirements and drivers. SD 3.4 Service design principles Identifying service requirements SD 3.5 Service design principles Identifying and documenting business requirements and drivers Easy The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 3 of 13

26 QUESTION Two Scenario Two Question Rationale The question tests the candidate s knowledge of key capacity management activities, and their ability to balance business, service and capacity management issues. The scenario indicates the need for particular activities at all three levels: Business capacity management (BCM) The expansion period calls for attention to growth, as well as establishing and following a good capacity plan Service capacity management (SCM) Issues with network latency reflect a need for end-to-end measurements and assistance to resolve capacity-related incidents and problems Component capacity management (CCM) The fact that key IT systems are approaching their capacity limits means that finite resources should be carefully monitored, and trends should be established based on the capacity plan. MOST CORRECT (5) B Contains a balanced mixture of BCM, SCM and CCM activities, and reflects the particular needs set out in the scenario. SECOND BEST (3) C Also contains a balanced set of activities, but misses a few key issues in the scenario, for instance, the focus on growth and the need for end-to-end measurements. THIRD BEST (1) A Only contains activities related to CCM, and does not sufficiently reflect the needs indicated in the scenario. DISTRACTER (0) D This option focuses on SCM activities only. It also includes activities that should be contained within the service level management and supplier management processes, within the scope of capacity management. Syllabus Unit / ITIL SL: SD03 Service design processes Module supported Blooms Taxonomy Testing Level Level 4 Analysis The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Subjects covered Book Section Refs Difficulty Application The candidate must apply their knowledge of capacity management activities and analyse the scenario to correctly identify a balanced set of activities that address the issues described. Categories Covered: Capacity management activities. SD Service design processes Capacity management Purpose and objectives SD Service design processes Capacity management Scope SD Service design processes Capacity management Policies, principles and basic concepts Moderate The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 4 of 13

27 QUESTION Three Scenario Three Question Rationale This question focuses on the evaluation and selection of sourcing options for the design and development of a new service. MOST CORRECT (5) B This is the right sequence of activities. Before being discarded, alternative solutions should be compared, described and evaluated within the business case to show that all options have been considered. SECOND BEST (3) A This is almost correct, but the SAC activities and the review of the sourcing strategy take place too late to be of any real value. These should be completed at the start of the approach. THIRD BEST (1) C This is less correct because, as well as containing the faults in option A, the evaluating and checking alternative solutions activity takes place before the activity producing alternatives and budgetary costs. DISTRACTER (0) D This is wrong because it contains all of the faults in option C. Also the elimination of the non-conforming solutions takes place even earlier, and the business case is produced before the strategy has been reviewed and the specific SAC produced. Syllabus Unit / ITIL SL: SD02 Service design principles Module supported Blooms Taxonomy Testing Level Level 3 Applying Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Subjects covered Book Section Refs Difficulty Application The candidate must analyse the scenario and apply their knowledge of service design, service acceptance criteria and sourcing options in order to select the answer option that best meets the needs described. Timing of the activities is a key to selecting the correct option. Categories Covered: Service requirements, business requirements and drivers Designing service solutions Service design models. SD 3.4 Service design principles Identifying service requirements SD 3.5 Service design principles Identifying and documenting business requirements and drivers SD Service design principles Design aspects Designing service solutions SD 3.11 Service design principles Service design models Moderate The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 5 of 13

28 QUESTION Four Scenario Four Question Rationale This question focuses on the value of achieving business buy-in to the IT service continuity and information security management strategies. The correct answer should contain the following phases: Phase Phase 1 Phase 2 Phase 3 Phase 4 Description The current situation is assessed, both in order to understand shortto long-term business needs as a foundation for proper strategies, and also to identify the key elements of the CRSM s current worries. Resources with business knowledge should be involved as they can provide detail on requirements in the areas of continuity and security, and because they should have ownership of the final results. This phase should lead up to business continuity and business security strategies and policies as these will form the foundation upon which IT continuity and information security strategies should be based. Although IT was previously tasked with developing these, the scenario states that they have not been finalized. The actual IT continuity and information security strategies should be finalized. The order of the two first phases is not fixed. However, finalizing the IT continuity and information security strategies should be in the last phase, as this is what the question specifically addresses. In more detail, the following activities should be present: Existing service level agreements (SLAs), contracts, IT strategies and plans should be reviewed in order to identify short-term and medium-term needs The CRSM should be involved in order to identify the worries that are driving the initiative Corporate strategies, approaches and processes should be reviewed in order to identify long-term needs. The BRMs should be involved as they have insight into business practices The business units themselves should be involved as the continuity and security strategies are there to support them. A business case should be established with budget, resources and IT senior management commitment, to ensure that the project is aligned with business requirements A business impact assessment and risk assessment should be performed in order to assess needs for continuity and security The business security and business continuity strategies should be finalized as these will form the foundation on which IT continuity and information security strategies will be agreed. The IT continuity and information security strategies should be agreed, since this is what the question is asking for. MOST CORRECT (5) B Covers all required activities and has them in the correct order. Particularly important is the continuous involvement of business representatives, as the IT unit has identified a specific need for more business buy-in and better alignment of IT to the business. SECOND BEST (3) A Contains all the required activities but only within IT. The answer does not involve any interaction with the business, which is crucial for the IT continuity and information security strategies to be relevant for the business. THIRD BEST (1) D Again limits the involvement to IT only and does not perform a business impact The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 6 of 13

29 analysis. No SLAs, contracts or plans are assessed in order to understand both current and future needs. Only existing arrangements are taken into consideration, which the CRSM is worrying about already. DISTRACTER (0) C Does not involve the business at all, agrees on new IT continuity and information security strategies before assessing the current situation or engaging with any stakeholders, and includes activities that fall within other processes (supplier management). Syllabus Unit / ITIL SL: SD01 Introduction to service design Module supported Blooms Taxonomy Testing Level ITIL SL: SD03 Service design processes Level 4 Analysis - The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Subjects covered Book Section Refs Difficulty Application The candidate must analyse the scenario and apply their knowledge of ITSCM to correctly identify the proper activities in each phase of the project. Categories Covered: IT service continuity management Information security management Business service management. SD 4.4 Service design processes Availability management SD 4.6 Service design processes IT service continuity management SD Service design principles Service design basics Value to the business Hard The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 7 of 13

30 QUESTION Five Scenario Five Question Rationale Based on the scenario, the correct option should contain the following points: Support for the service lifecycle Support for the processes of incident, problem, change, and release and deployment management Support for service desk activities and anything that contributes to automating the incident management process, such as CTI Support for integration with event and systems management tools that the IT unit already has, and consultants available to help with the integration to address negative experiences with vendor support in the past Support for processes in the service design stage, particularly SLM, as they are implementing this process as well as SLAs. MOST CORRECT (5) D Contains all relevant points indicated above. SECOND BEST (3) A A good answer but only provides a more limited CMDB, as opposed to a CMS, with no mention of having a service portfolio. Does not mention SLM. Financial management is mentioned but there is nothing in the scenario indicating an urgent need for this functionality. The support for change and release management is limited. THIRD BEST (1) B Does not indicate the full service lifecycle is in focus. Contains only an asset management module, with no mention of support for configuration management. Financial management activities are again mentioned specifically. Integration with the event and systems management tool is, at best, only possible. The optional change and release and deployment management module provides very limited support for these processes. Support for a limited part of capacity and availability management including reporting is mentioned, rather than full support for service level management. DISTRACTER (0) C Claims to be ITIL compliant although this is not a valid statement. There is much focus on financial management, and no mention of configuration management integrating the processes. There is built-in event management functionality although the IT unit has other tools for this area. There is no current support either for change management or for release and deployment management. There is support for a limited part of capacity management but no support for SLM. Syllabus Unit / ITIL SL: SD06 Technology considerations Module supported Blooms Taxonomy Testing Level Level 4 Analysis The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Subjects covered Book Section Refs Difficulty Application The candidate must analyse and compare tool information to find the best fit for the organization described. This requires knowledge of the basic tool functionality associated with the processes discussed in the scenario. Categories Covered: Technology considerations The types of tools that would benefit service design Requirements analysis. SD 7.0 Technology considerations Moderate The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 8 of 13

31 QUESTION Six Scenario Six Question Rationale This question assesses the ability of the candidate to select a balanced set of appropriate KPIs for the service design process. KPIs should indicate effectiveness (including customer/user satisfaction), compliance, cost-effectiveness and efficiency. There is a particular need for focus on information security, based on the introduction of the new service explained in the scenario. This is the key difference between A (the best answer) and D, which is the second-best option. MOST CORRECT (5) A Balanced set of KPIs with two out of six of them related to security: Increase in percentage of service design packages completed on schedule An information security policy (ISP) is produced, communicated and reviewed according to schedule Percentage reduction in customer complaints regarding the IT services functionality, availability, security and performance Percentage reduction in number of problems for which the root cause is linked to flaws in the service design process Decrease in the number of security compliance audit failures relating to security requirements SD effectiveness KPI SD compliance KPI SD effectiveness KPI (customer satisfaction) SD effectiveness KPI SD compliance KPI SECOND BEST (3) D This answer is still correct but is not as balanced as A. There is a high focus on effectiveness, only one security-related KPI, one KPI on customer satisfaction and no KPI at all on efficiency, cost-efficiency and compliance: Percentage reduction in number of security breaches Increase in percentage of new services going live with a signed SLA Increased accuracy of the SLAs, OLAs and contracts Percentage reduction in number of problems for which the root cause is linked to flaws in the service design process Increased number of services transitioned with a service design package Effectiveness KPI. Still acceptable but more debatable as the number of security breaches could be linked to SD not being effective but also to other phases of the lifecycle (e.g. procedures not respected in SO) SD effectiveness KPI SD effectiveness KPI SD effectiveness KPI SD effectiveness KPI THIRD BEST (1) B Unbalanced set of KPIs with high focus on cost-effectiveness, no KPI at all on customer/user satisfaction and no KPI related to security: Increase in percentage of service design packages completed on schedule Increased number of services transitioned with a service design package Increase in percentage of new services going live with a signed SLA SD effectiveness KPI SD effectiveness KPI SD effectiveness KPI The Official ITIL Accreditor ITIL Intermediate Lifecycle ServiceDesignSample2 ANSWERSandRATIONALES v6.1. Page 9 of 13

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