Which of the following is the BEST description of a service-based service level agreement (SLA}?

1. A. The SLA covers one service, for all the customers of that service
2. B. The SLA covers an individual customer group for all services they use
3. C. An SLA that covers all customers for all services
4. D. An SLA for a service with no customers

Correct Answer: A

The difference between service metrics and technology metrics is BEST described as?

1. A. Service metrics measure the end to end service; Technology metrics measure individual components
2. B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
3. C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
4. D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Correct Answer: A

Release and deployment
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Value
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

In which of the following situations should a Problem Record be created?

1. A. An event indicates that a redundant network segment has failed but it has not impacted any users
2. B. An Incident is passed to second-level support
3. C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
4. D. Incident Management has found a workaround but needs some assistance in implementing it

Correct Answer: C