86.
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 that there is a high-level relationship with customers to capture business demands.
- C.Ensure that users have a single point of contact for all operational issues.
- D.Ensure that there is a smooth transition of services to and from service providers.
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| A high-level relationship with the customer is provided through the business relationship management process. The single point of contact for the users is the service desk. Service transition looks after the smooth transition of services. |
87.
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 :
| Option A is an objective of change management, Option C is an objective of the service desk, and Option D is an objective of problem management. |
88.
Which of the following would not be part of a service level agreement?
- A.Description of the service
- B.Service hours
- C.Definition of business strategy
- D.Service continuity arrangements
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| You would not find a definition of business strategy in a service level agreement. |
89.
Which of the following agreements commonly supports the achievement of a service
level agreement?
1. Operational-level agreement
2. Strategic business plan
3. Underpinning contract
4. Internal finance agreement
1. Operational-level agreement
2. Strategic business plan
3. Underpinning contract
4. Internal finance agreement
- A.1, 2, and 3
- B.1, 2, and 4
- C.1 and 3
- D.2 and 4
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| A strategic business plan and an internal finance agreement are not commonly part of the support of an SLA. |
90.
Which of the following is the best description of an underpinning contract?
- A.An agreement between an IT service provider and another part of the same organization assisting in the provision of services
- B.An agreement between an IT service provider and customer relating to the delivery of services
- C.An agreement between different customers about the requirements of the service
- D.A contract between an IT service provider and an external third-party organization assisting in the delivery of services
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Option A describes an operational level agreement. Option B describes a service level agreement. Option C describes a sort of agreement that is not defined as part of service level management. Option D provides the correct definition of an underpinning contract |
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