Which of the following roles is used to ensure that the confidentiality, integrity, and availability of
the services are maintained to the levels approved on the Service Level Agreement (SLA)?

A.
The Service Level Manager

B.
The Configuration Manager

C.
The IT Security Manager

D.
The Change Manager

Explanation:
The IT Security Manager is responsible for ensuring the confidentiality, integrity, and availability of
an organization’s assets, information, data, and IT services. He is usually involved in an organizational
approach to Security Management, which has a wider scope than the IT service provider, and
includes handling of paper, building access, phone calls, etc for the entire organization.
Answer option D is incorrect. The Change Manager authorizes and documents all changes in the IT
Infrastructure and its components (Configuration Items), in order to maintain a minimum amount of
interruptive effects upon the running operation. In the case of further-reaching changes, he involves
the Change Advisory Board (CAB).
Answer option A is incorrect. The Service Level Manager is responsible for negotiating Service Level
Agreements and ensuring that these are met. He makes sure that all IT Service Management
processes, Operational Level Agreements, and Underpinning Contracts are appropriate for the
agreed service level targets. The Service Level Manager also monitors and reports on service levels.
Answer option B is incorrect. The Configuration Manager is responsible for maintaining information
about Configuration Items (CI) required to deliver IT services. To this end he maintains a logical
model, containing the components of the IT infrastructure (CIs) and their associations.
ITIL v3 Study Guide, Published with the permission of the Office of Government
Commerce (OGC)