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CIS 500 UCERTIFY Quiz: 5. Service Level Management

CIS 500 UCERTIFY Quiz: 5. Service Level Management

Quiz: 5. Service Level Management: Ali…, 1 of 34
Q: Which of the following is a new concept to register all CSI initiatives going on?

CSI Register

ISO/IEC 20000

BRM

Deming cycle
Quiz: 5. Service Level Management: Ali…, 2 of 34
Q: Service level requirements are related to which of the following?

Utility

Warranty

Change records

Configuration records
Quiz: 5. Service Level Management: Ali…, 3 of 34
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
Quiz: 5. Service Level Management: Ali…, 4 of 34
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
Quiz: 5. Service Level Management: Ali…, 5 of 34
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
Quiz: 5. Service Level Management: Ali…, 6 of 34
Q: Which of the following is NOT associated with each ITIL Process?

Goal

Definition

Activity

Scope
Quiz: 5. Service Level Management: Ali…, 7 of 34
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
Quiz: 5. Service Level Management: Ali…, 8 of 34
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
Quiz: 5. Service Level Management: Ali…, 9 of 34
Q: Which of the following is NOT a Service Provider resource?

Infrastructure

Applications

Investment

Information
Quiz: 5. Service Level Management: Ali…, 10 of 34
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
Quiz: 5. Service Level Management: Ali…, 11 of 34
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
Quiz: 5. Service Level Management: Ali…, 12 of 34
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.
Quiz: 5. Service Level Management: Ali…, 13 of 34
Q: Which of the following processes is NOT use Impact assessment?

Incident Management

Problem Management

Service Level Management

IT Service Continuity Planning
Quiz: 5. Service Level Management: Ali…, 14 of 34
Q: Which of the following is NOT a Service Provider capability?

Organization

Management

Performance

Knowledge
Quiz: 5. Service Level Management: Ali…, 15 of 34
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
Quiz: 5. Service Level Management: Ali…, 16 of 34
Q: Who owns the specific costs and risks related with providing a service?

Resources

The Service Provider

The Service Level Manager

The Customer
Quiz: 5. Service Level Management: Ali…, 17 of 34
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
Quiz: 5. Service Level Management: Ali…, 18 of 34
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
Quiz: 5. Service Level Management: Ali…, 19 of 34
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
Quiz: 5. Service Level Management: Ali…, 20 of 34
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
Quiz: 5. Service Level Management: Ali…, 21 of 34
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
Quiz: 5. Service Level Management: Ali…, 22 of 34
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
Quiz: 5. Service Level Management: Ali…, 23 of 34
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 and 3

1, 2, and 3

2 and 4

1, 2, 3, and 4
Quiz: 5. Service Level Management: Ali…, 24 of 34
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
Quiz: 5. Service Level Management: Ali…, 25 of 34
Q: Which of the following serve as a decision support tool amongst all management processes?

Test reports

Choice reports

Decision reports

Service reports
Quiz: 5. Service Level Management: Ali…, 26 of 34
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
Quiz: 5. Service Level Management: Ali…, 27 of 34
Q: Which of the following is used for composing a service catalogue?

Service Level Management

Capacity Management

Incident Management

Problem Management
Quiz: 5. Service Level Management: Ali…, 28 of 34
Q: Which of the following processes is used to review OLAs on a regular basis?

Service Management

Service Level Management

Portfolio Management

Supplier Management
Quiz: 5. Service Level Management: Ali…, 29 of 34
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
Quiz: 5. Service Level Management: Ali…, 30 of 34
Q: Which of the following recognizes underpinning contract service requirements?

Customer Management

Release Management

Problem Management

Service Level Management
Quiz: 5. Service Level Management: Ali…, 31 of 34
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
Quiz: 5. Service Level Management: Ali…, 32 of 34
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
Quiz: 5. Service Level Management: Ali…, 33 of 34
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
Quiz: 5. Service Level Management: Ali…, 34 of 34
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


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