Service level management

What is the purpose of service level management?

To solve incidents quickly and effectively
To set clear operational targets for service performance so that uptime, downtime and problem resolution can be managed precisely
To set clear business-based targets for service security so that the security of a service can be properly assessed, monitored and managed against these targets
To set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored and managed against these targets

Which of the following information sources can service level management utilize?

Which of the following is NOT an activity of service level management?

Establish a shared view of the services and target service levels with customers.
Measure and report to ensures the organization meets the defined service levels
Perform service reviews
Identify strategic stakeholders

Which of the following is the BEST description of a SLA (service level agreement)?

An informal agreement that the manager has signed
A documented agreement between a service provider and a customer that defines incident resolution time
A documented agreement between two stakeholders that guarantees the the expected level of service
A documented agreement between a service provider and a customer that identifies serviced required and the expected level of service

Which of the following is the BEST example of a service level target?

Which of the following statements about a successful SLA (service level agreement) is CORRECT?

It relates to a defined ‘service’ in the service catalogue
It relates to defined outcomes and not simply operational metrics
It reflects an ‘agreement’, between the service provider and the service consumer
It is simply written and easy to understand and use for all parties

Which of the following metrics are BEST for measuring service delivery and user experience?

Beskyttet: Service level management