Q: Which of the following is a new concept to register all CSI initiatives going on?
CSI Register
ISO/IEC 20000
BRM
Deming cycle
Q: Service level requirements are related to which of the following?
Utility
Warranty
Change records
Configuration records
Q: Which of the following has an objective to define, agree, record, and manage levels of service?
Service Continuity and Availability Management
Budgeting and Accounting for IT services
Service Level Management
Service Reporting
Q: Which of the following should provide a point of regular contact and communication to the business managers of an organization?
SCM
SIP
SLM
SLP
Q: Which of the following makes sure that a Service Catalogue is produced, maintained, and covers accurate information of all operational services?
Incident Management
Capacity Management
Problem Management
Service Level Management
Q: Which of the following is NOT associated with each ITIL Process?
Goal
Definition
Activity
Scope
Q: Which of the following is a contract with an external supplier that is used by the IT organization in their service delivery?
Underpinning Contract
Broadcast Contract
Void Contract
Under Schedule Contract
Q: Which of the following is a written agreement between a service provider and a customer?
Sample Service Level Agreement
Operational Level Agreement
Vendor Service Level Agreement
Service Level Agreement
Q: Which of the following is NOT a Service Provider resource?
Infrastructure
Applications
Investment
Information
Q: Which of the following is an internal agreement that supports the IT organization in the delivery of services?
Sample Service Level Agreement
Operational Level Agreement
Vendor Service Level Agreement
Service Level Agreement
Q: Which of the following is used to record agreements regarding Security Management?
Service Level Agreement (SLA)
Definitive Software Library (DSL)
Configuration Management Database (CMDB)
Capacity Plan
Q: Which of the following is the BEST description of a Service-based SLA?
The SLA covers one service for every customer of that service.
The SLA covers a customer group for the service they use.
The SLA for a service with one customer.
The SLA covers every customer for all services.
Q: Which of the following processes is NOT use Impact assessment?
Incident Management
Problem Management
Service Level Management
IT Service Continuity Planning
Q: Which of the following is NOT a Service Provider capability?
Organization
Management
Performance
Knowledge
Q: Which of the following is the best description of an underpinning contract?
An agreement between an IT service provider and customer relating to the delivery of services
An agreement between different customers about the requirements of the service
A contract between an IT service provider and an external third-party organization assisting in the delivery of services
An agreement between an IT service provider and another part of the same organization assisting in the provision of services
Q: Who owns the specific costs and risks related with providing a service?
Resources
The Service Provider
The Service Level Manager
The Customer
Q: The agreement between an IT service provider and their customers regarding the services provided is called what?
Service targets
Service level agreement
Service contract
Service charter
Q: Which of the following would not be part of a service level agreement?
Definition of business strategy
Service continuity arrangements
Description of the service
Service hours
Q: Which of the following is a type of service provider as identified in the service design lifecycle stage?
Shared service unit provider
Embedded service provider
Customer-based service provider
External service provider
Q: Which of these statements provides the best description of the purpose of service level management?
Ensure users have a single point of contact for all operational issues
Ensure there is a high-level relationship with customers to capture business demands
Ensure that all current and planned IT services are delivered to agreed achievable targets
Ensure there is a smooth transition of services to and from service providers
Q: Which of the following is a common color scheme applied to a service level management monitoring chart?
Black, amber, blue
Red, blue, green
Red, amber, green
Blue, green, black
Q: Which of the following defines targets and responsibilities that are required to meet agreed Service Level targets in an SLA?
Underpinning Contract
Accreditation Body
Sample Service Level Agreement
Vendor Service Level Agreement
Q: 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, 2, and 3
2 and 4
1, 2, 3, and 4
Q: Which of the following provides agreed, reliable, timely, and accurate reports for decision-making and effective communication?
Incident Management
Configuration Management
Service Reporting
Information Reporting
Q: Which of the following serve as a decision support tool amongst all management processes?
Test reports
Choice reports
Decision reports
Service reports
Q: What is most likely to cause a loss of trust in the SLM process?
Measurements that match the customer's observation of the service
Clear, concise, unambiguous wording in the SLAs
Inclusion of items in the SLA that cannot be efficiently measured
Involving customers in outlining Service Level Requirements
Q: Which of the following is used for composing a service catalogue?
Service Level Management
Capacity Management
Incident Management
Problem Management
Q: Which of the following processes is used to review OLAs on a regular basis?
Service Management
Service Level Management
Portfolio Management
Supplier Management
Q: Multilevel service level agreement structures can contain which of the following types of service level agreement?
Service-based, technology-based, and customer-based
Technology-based, supplier-based, and customer-based
Technology-based, supplier-based, and user-based
Service-based, customer-based, and corporate-based
Q: Which of the following recognizes underpinning contract service requirements?
Customer Management
Release Management
Problem Management
Service Level Management
Q: Which document will you see to get an overview of actual service achievements against targets?
Operational Level Agreement
Service Level Agreement
SLA Monitoring Chart
Target Level Agreement
Q: Which of these is an objective of service level management?
Define, document, agree, monitor, measure, report, and review services
Monitor changes throughout their lifecycle
Establish the root cause of incidents and problems efficiently and cost effectively
Respond to service requests and inquiries promptly
Q: 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
2 and 4
1, 2, and 3
1, 2, and 4
1 and 3
Q: Which of the following can be used to underpin the relationships between suppliers, outsourcers, partners, and organizations for internal suppliers?
Customer Catalogue
Service Level Agreement
Customer Database
Business Impact Analysis