| 1. Which competencies are required by the Service Level Management practice? |
| A. Problem investigation and resolution. B. Incident Analysis and Prioritization. C. Business analysis and commercial management. D. Balanced scorecard reviews and maturity assessment. |
| C |
| 2. What should be done to determine the appropriate metrics for measuring a new service? |
| A. Measuring the performance over the first six months, and basing a solution on the results. B. Asking customers to provide numerical targets that meet their needs. C. Using operational data to provide detailed service reports. D. Asking customers open questions to establish their requirements. |
| D |
| 3. Which practice identifies metrics that reflect a customer experience of a service? |
| A. Continual Improvement. B. Service Level Management. C. Service Desk. D. Problem Management. |
| B |
| 4. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? |
| A. Service Desk. B. Service Request Management. C. Service Level Management. D. Service Configuration Management. |
| C |
| 5. What aspect of Service Level Management asks service consumers what their work involves and how technology helps them? |
| A. Customer engagement. B. Operational metrics. C. Business metrics. D. Customer feedback. |
| A |
| 6. Which is a key requirement for a successful service level agreement (SLA)? |
| A. Using individual metrics that relate to the service catalogue. B. Using bundled metrics to relate performance to outcomes. C. Using single-system-based metrics that relate to outputs. D. Using an agreement between the service provider and service supplier. |
| B |
| 7. Which is included in the purpose of the Service Level Management practice? |
| A. To maximize the number of successful service and product changes. B. To ensure accurate information about the configuration of services is available. C. To set clear business-based targets for service levels. D. To ensure that suppliers and their performance are managed appropriately. |
| C |
| 8. Which is a key requirement for a successful service level agreement? |
| A. It should be written in legal language. B. It should be simply written and easy to understand. C. It should be based on the service provider's view of the service. D. It should relate to simple operational metrics. |
| B |
| 9. Where are the details of the required performance outcomes of a service defined? |
| A. Service level agreements. B. Service requests. C. Service components. D. Service offerings. |
| A |
| 10. Which skill is an essential part of the Service Level Management practice? |
| A. Technical knowledge. B. Listening. C. Diagnosis. D. Problem analysis. |
| B |
| 11. Which practice recommends the use of event-based surveys to gather feedback from customers? |
| A. Service Level Management. B. Change Enablement. C. Service Request Management. D. Problem Management. |
| A |
| 12. Which is a purpose of the Service Level Management practice? |
| A. To establish and nurture the links between the organization and its stakeholders. B. To ensure that the organization's suppliers and their performance are managed appropriately. C. To support the agreed quality of a service by handling all agreed, user-initiated service requests. D. To set clear business-based targets for service levels. |
| D |
| 13. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect? |
| A. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction. B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. C. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences. D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. |
| D |
| 14. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant? |
| A. Change Enablement. B. Continual Improvement. C. Service Desk. D. Service Level Management. |
| D |
| 15. Which practice requires skills and competencies related to business analysis, Supplier Management and Relationship Management? |
| A. Incident Management. B. Monitoring and Event Management. C. IT Asset Management. D. Service Level Management. |
| D |
| 16. Which Service Level Management activity helps staff to deliver a more business-focused service? |
| A. Understanding the ongoing requirements of customers. B. Creating targets based on the percentage of uptime of a service. C. Using complex technical terminology in service level agreements (SLAs). D. Measuring low-level operational activities. |
| A |
| 17. Which skill is required by the Service Level Management practice? |
| A. Supplier Management. B. Technical expertise. C. Event Monitoring. D. Problem Management. |
| A |