Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure.

1. A. 1 Only
2. B. 2 and 3 onl
3. C. 1, 2 and 4 onl
4. D. All of the above

Correct Answer: D

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

1. A. The utility of a service
2. B. The warranty of a service
3. C. The economic value of a service
4. D. Return on investment

Correct Answer: A

Which of the following areas would not be supported by a Service Design tool?

1. A. Software design
2. B. Process design
3. C. Environment design
4. D. Strategy design

Correct Answer: B

Which of the following would NOT be contained in a release policy?

1. A. Naming and numbering conventions
2. B. Entry and exit criteria of the release into testing
3. C. Roles and responsibilities for the release
4. D. The risk register for the release

Correct Answer: D

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

1. A. The Service Desk Manager
2. B. The Service Manager
3. C. The Request Fulfillment Process Manager
4. D. The Request Fulfillment Process Owner

Correct Answer: D