It is NOT necessary to be able to measure all the targets in an SLA

1. A. 1 only
2. B. 2only
3. C. Both of the above
4. D. Neither of the above

Correct Answer: D

Order the following continual service improvement (CSI} implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA} model.
1} Allocate roles and responsibilities to work on CSI initiatives.
2} Measure and review that the CSI plan is executed and its objectives are being achieved.
3} Identify the scope, objectives and requirements for CSI.
4} Decision on implementation of further enhancement.

1. A. 3-1-2-4
2. B. 3-4-2-1
3. C. 1-3-2-4
4. D. 2-3-4-1

Correct Answer: A

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA}?

1. A. Technology, Customer, User
2. B. Corporate, Customer, Service
3. C. Corporate, Customer, Technology
4. D. Service, User, IT

Correct Answer: B

Which of these should a change model include?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which of the following provide value to the business from service strategy?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A