21.
Which of these statements provides the best description of the purpose of service level
management?
- A.Ensure that all current and planned IT services are delivered to agreed achievable targets
- B.Ensure there is a high-level relationship with customers to capture business demands
- C.Ensure users have a single point of contact for all operational issues
- D.Ensure there is a smooth transition of services to and from service providers
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| This is the purpose of service-level management. Option B is a purpose of business relationship management, option C is a purpose of the service desk, and option D is a purpose of service transition. |
22.
Which of these is an objective of service level management?
- A.Monitor changes throughout their lifecycle
- B.Define, document, agree, monitor, measure, report, and review services
- C.Respond to service requests and inquiries promptly
- D.Establish the root cause of incidents and problems efficiently and cost effectively
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| This is an agreed-upon objective of service-level management and reflects the steps of the process. Option A is an objective of change management, option C is an objective of request fulfillment, and option D is an objective of problem management. |
23.
Which of these statements is correct about the scope of service level management (SLM)?
1. The scope of SLM includes the performance of existing services being provided.
2. The scope of SLM includes the definition of the components that make up the services and their relationships.
3. The scope of SLM includes the definition of required service levels for planned services.
4. The scope of SLM includes the definition of the type of changes for change management.
1. The scope of SLM includes the performance of existing services being provided.
2. The scope of SLM includes the definition of the components that make up the services and their relationships.
3. The scope of SLM includes the definition of required service levels for planned services.
4. The scope of SLM includes the definition of the type of changes for change management.
- A.2 and 4
- B.1, 2, 3, and 4
- C.1 and 3
- D.1, 2, and 3
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| These are the correct statements; the other statements refer to service asset and configuration management and change management. |
24.
Which of the following is a type of service provider as identified in the service design
lifecycle stage?
- A.Embedded service provider
- B.Shared service unit provider
- C.External service provider
- D.Customer-based service provider
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Customer-based service provider is not a recognized type of service provider. Embedded is Type I, Shared is Type II, and External is Type III. |
25.
Service level requirements are related to which of the following?
- A.Utility
- B.Warranty
- C.Change records
- D.Configuration records
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Warranty refers to the achievement of fit for use, assuring levels of availability, capacity, security, and continuity, which usually have agreed-on targets within SLAs and are servicelevel requirements to assist with shaping the service solution. |
|
|
||||||||||||||||||||||||||||
