Quiz-P2-6-Service Level Management

Which statement about "Service Level" is CORRECT?

• One or more metrics that define expected or achieved service quality.

• A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

• A contract between an IT service provider and a third party.

• An agreement between an IT service provider and another part of the same organization.

Which statement about "Service level agreements (SLAs)" is CORRECT?

• One or more metrics that define expected or achieved service quality.

• A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

• A contract between an IT service provider and a third party.

• An agreement between an IT service provider and another part of the same organization.

Which statement about "Underpinning Contracts (UCs)" is CORRECT?

• One or more metrics that define expected or achieved service quality.

• A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

• A contract between an IT service provider and a third party.

• An agreement between an IT service provider and another part of the same organization.

Which statement about "Operational Level Agreements (OLAs)" is CORRECT?

• One or more metrics that define expected or achieved service quality.

• A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

• A contract between an IT service provider and a third party.

• An agreement between an IT service provider and another part of the same organization.

Which is a purpose of the "Service Level management" practice?

• To set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

• To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

• To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

• To plan and manage the full lifecycle of all IT

  assets, to help the organization:

  ● maximize value

  ● control costs

  ● manage risks

  ● support decision-making about purchase,

  re-use, retirement, and disposal of assets

  ● meet regulatory and contractual

  requirements.

Answer explanation

A.Service level management

B.Service request

C.Configurtion management

D.IT asset management

What are Requirements of Service level agreements (SLAs) document?

• They must be related to a defined ‘service’ in the service catalogue; otherwise they are simply individual metrics without a purpose, that do not provide adequate visibility or reflect the

  service perspective.

• They should relate to defined outcomes

  and not simply operational metrics. This

  can be achieved with balanced bundles of metrics, such as customer satisfaction and key business

  outcomes.

• They should reflect an ‘agreement’, i.e.

  engagement and discussion between the

  service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.

• They must be simply written and easy to understand and use for all parties.

What are key activities of Service Level Management?

• establishes a shared view of the services and target service levels with customers

• ensures the organization meets the defined

  service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services

• performs service reviews to ensure that the

  current set of services continues to meet

  the needs of the organization and its customers

• captures and reports on service issues, including performance against defined service

Which statements about "Underpinning Contracts (UCs)" are CORRECT?

• A contract between an IT service provider and a third party.

• The third party provides supporting services that enable the service provider to deliver a service

  to a customer.

• Therefore, Underpinning Contracts must be aligned with the customer-facing Service Level Agreements.

• All are corrected

Which statements about "Operational Level Agreements (OLAs)" are CORRECT?

• An agreement between an IT service provider and another part

  of the same organization.

• An OLA supports the IT service provider's delivery of services to customers.

• The OLA defines the goods or services to be provided and the responsibilities of both parties.

• All are corrected

What is The “Watermelon SLA Effect”?

• An effect whereby a service provider’s metrics are consistently meeting defined targets, and the customers are satisfied with the

  service received, and also happy that the provider doesn’t notice

  this.

• An effect whereby a service provider’s metrics are consistently meeting defined targets, but the customers are dissatisfied with the service received, and also frustrated that the provider doesn’t notice this.

• In order to be aligned to customer outcomes and

  expectations, SLM requires focus and effort to engage

  and listen to the requirements, issues, concerns, and daily needs of customers:

• Engagement is needed to understand and confirm

  the actual ongoing needs and requirements of

  customers, not simply what is interpreted by the

  service provider or has been agreed several years

  before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.