BackBy — April 10, 2008
These questions are based on EXE-101: ITIL Foundation Certification in IT Service Management Version 3
Self Test Software Practice Test
Sub-objective: Service design. State the objectives, basic concepts and roles for: 1) Service Catalog management, 2) availability management, 3) information security management, 4) supplier management, 5) capacity management and 6) IT service continuity management.
Single answer, multiple-choice
Which part of the Service Catalog should customers be allowed to view?
- The Technical Service Catalog.
- The Business Service Catalog.
- The Service Portfolio.
- The entire Service Catalog.
B. The Business Service Catalog.
Catalog and the Technical Service Catalog. All operational services are recorded in the Business Service Catalog portion of the Service Catalog; all technical services are recorded in the Technical Service Catalog portion of the Service Catalog.
The Technical Service Catalog explains the technical components needed to support the services in the Business Service Catalog. Customers should not be allowed to view this portion of the Service Catalog.
The Service Catalog is part of the Service Portfolio. The Service Catalog adds value to the organization by providing a central information repository on the IT services delivered.
The Service Portfolio is not part of the Service Catalog. The Service Catalog is part of the Service Portfolio. The Service Portfolio contains information about all services and their statuses, including active and inactive services.
Office of Government Commerce. Foundations of IT Service Management Based on ITIL v3, Chapter 10: Functions and Processes in Service Design, 10.1 Service Catalogue Management, p. 193-195.