Which of these recommendations is good practice for Service Level Management? 1} Include legal terminology in Service Level Agreements (SLAs}
2} It is NOT necessary to be able to measure all the targets in an SLA

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

Correct Answer: D

Risk assessment
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

1. A. Service Strategy
2. B. Continual Service Improvement
3. C. Service Operation
4. D. Service Design

Correct Answer: B

What is the Service Pipeline?

1. A. All services that are at a conceptual or development stage
2. B. All services except those that have been retired
3. C. All services that are contained within the Service Level Agreement (SLA}
4. D. All complex multi-user services

Correct Answer: A

Which of the following activities are helped by recording relationships between Configuration Items (CIs}?
1} Assessing the impact and cause of Incidents and Problems
2} Assessing the impact of proposed Changes
3} Planning and designing a Change to an existing service
4} Planning a technology refresh or software upgrade

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

Correct Answer: B