1. What aspect that effective service design should be considered?

a) System Availability and Capacity

b) IT Service Continuity
c) IT Security
d) All of the above
2. Which one is the correct order of service design activities?
1. Yearly revise service architecture align with updated business plan.
2. Design service architecture covering nonfunctional requirement from business
owner.
3. Real-time monitoring service performance, availability and capacity to provide
recommendation for service architecture improvement.
4. Perform functional and nonfunctional test before deploy service to production
environment.
a. 1 2 3 4 b. 4 1 3 2
c. 2 4 3 1 d. 1 2 4 3
3. In case of penetration testing found the security issues that cannot be remediated, which
one is the most appropriate action that should be taken for the next steps if the application
require deploying to production environment in very soon?
a. Indefinitely delay the application deployment activities until all security issues are
remediated.
b. Identifies mitigation controls, develop and submit Risk Acceptance Form (RAF).
c. IT security verbal approve for the application deployment because there is no time
for documentation.
d. Focus on business timeline, conduct application deployment without IT security
approval.
4. How often availability and capacity plan should be revised, align with updated business
plan?
a. Monthly
b. Quarterly
c. Semiannually
d. Annually
5. Which activity is responsibility of crisis management team?
a. Develop disaster recovery plan.
 b. Initiate emergency change request.
c. Summarize situation including business impact due to disaster.
d. Approve disaster recovery invocation, if it require more than 24 hours for an
activation.
6. Who is responsible for ensuring the quality of business service, and involve with squad in
development process?
a. Solution Delivery
b. Service Support
c. Information Security
d. All of the above
7. When disaster recovery testing should be performed to ensure effeteness and executability
of DR plan and environment?
a. Monthly
b. Quarterly
c. Semiannually
d. Annually or when there are significant changes to DR environment and plan
8. What are the objectives of handover document?
a. To transfer necessary information and knowledge from developer to Service Support
team in order to run application in Business as Usual (BAU) mode.
b. To ensure the completeness of the necessary activities before application
deployment.
c. To be one of inputs for Change Advisory Board (CAB) for application deployment
approval
d. All of the above
9. Which one is the correct matching of the following processes and its objectives?
Process
A. Capacity Management
B. IT Service Continuity Management
C. Availability Management
Objectives
1. To ensure that the capacity of IT services and the IT infrastructure is able to
deliver the agreed service level targets in a cost effective and timely manner.
 2. To define, analyze, plan, measure and improve all aspects of the availability of
IT services, and ensure that all IT infrastructure, processes, tools, roles etc. are
appropriate for the agreed availability targets.
3. To manage risks that could seriously impact IT services to ensure that the IT
service provider can always provide minimum agreed Service Levels, by
reducing the risk from disaster events.

a. A 1, B 3, C 2 b. A 2, B 3, C 1
c. A 1, B 2, C 3 d. A 3, B 1, C 2