Which one of the following is the BEST description of a service level agreement (SLA)?

Which one of the following activities is NOT part of the Deming Cycle?

Which process is responsible for controlling, recording and reporting on the relationships between components
of the IT infrastructure?

Which processes are responsible for the regular review of underpinning contracts?

The multi-level SLA’ is a three-layer structure. Which one of the following layers is NOT part of this type of
SLA?

Which one of the following would NOT involve event management?

Which of the following availability management activities is/are considered to be proactive as opposed to
reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution

Which one of the following is the BEST description of a major incident?

Which one of the following is the BEST description of the purpose of the service operation stage of the service
lifecycle?

Which one of the following is the BEST definition of an event?