Review Questions

You can find the answers in Appendix A.

1. 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 there is a high-level relationship with customers to capture business demands

C. Ensure users have a single point of contact for all operational issues

D. Ensure there is a smooth transition of services to and from service providers

2. 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

3. Which of these statements is correct about the scope of service level management (SLM)?

A. 2 and 4

B. 1, 2, 3, and 4

C. 1 and 3

D. 1, 2, and 3

4. Which of the following is a type of service provider as identified in the service design lifecycle stage?

A. Embedded service provider

B. Shared service unit provider

C. External service provider

D. Customer-based service provider

5. Service level requirements are related to which of the following?

A. Utility

B. Warranty

C. Change records

D. Configuration records

6. 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

7. Which of the following agreements commonly supports the achievement of a service level agreement?

A. 1, 2, and 3

B. 1, 2, and 4

C. 1 and 3

D. 2 and 4

8. 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

9. Multilevel service level agreement structures can contain which of the following types of service level agreement?

A. Service-based, customer-based, and corporate-based

B. Service-based, technology-based, and customer-based

C. Technology-based, supplier-based, and customer-based

D. Technology-based, supplier-based, and user-based

10. Which of the following is a common color scheme applied to a service level management monitoring chart?

A. Red, blue, green

B. Red, amber, green

C. Blue, green, black

D. Black, amber, blue