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

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

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

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

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

Which of the following is an objective/are objectives of the service strategy stage of the
service lifecycle?
Providing an understanding of what strategy is
Ensuring a working relationship between the customer and service provider
Defining how value is created

In which of the following areas would ITIL complementary guidance provide assistance?
Adapting best practice for specific industry sectors
Integrating ITIL with other operating models

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

Which one of the following activities would be performed by access management?

Which of the following activities are performed by a desk?
Logging details of incidents and service requests
Providing first-line investigation and diagnosis
Restoring service
Implementing all standard changes