Based on an evaluation of your customer’s Planning and Design aspect of their ITSM maturity,
availability targets for each service should be formally agreed with the business and regularly
reviewed. Which finding would score a “3” in this evaluation?

A.
Availability goals include a definition of what functionality, performance, and user access is
required for the service to be considered available.

B.
Availability and recovery targets for most services are documented in one or more SLAs, and
are periodically reviewed.

C.
Availability targets and cost or business impact caused by loss of service are understood for
critical services.

D.
Targets have not been set, however, uptime is maximized.