A consultant has made two recommendations to you in a report:
1. To include legal terminology in your Service Level Agreements (SLAs)
2. It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

Availability Management is responsible for availability of the:

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and
processes required to deliver and manage services at agreed levels to business users and
customers?

The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

Identity and Rights are two major concepts involved in which one of the following processes?

Which of the following is the BEST definition of a Risk?

What are the publications that provide guidance specific to industry sectors and organization types
known as?

Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels to the business
2. The successful release of services into the live environment

Which statement about Service Level Agreements (SLAs) is CORRECT?

Which of the following activities are helped by recording relationships between Configuration Items
(CIs)?
1) Assessing the impact and cause of Incidents and Problems
2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade