Service level agreements and honest targets
Lesson 9 of 12 in objective 7. Seven ITIL practices in detail, part of ITIL 4 Foundation.
- Objective
- 7. Seven ITIL practices in detail
- Share of the exam
- 47.5% (the whole objective)
- Questions in this lesson
- 5
- Signed for by a person
- 0
Partly checked. None of the 5 questions here has been read against the cited source by a person. 5 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- A service provider wants targets for its services that are expressed in business terms, so that delivery can be assessed, monitored and managed against something the customer recognises. Which practice exists to do this? machine-checked
- Which statement best describes a service level agreement? machine-checked
- An IT department reports 99.8% server availability every month and the service level report is green, yet the business complains constantly that it cannot get its work done. What is this pattern usually called, and what does it indicate? machine-checked
- A service level agreement lists twenty individual measures such as CPU utilisation, network latency and patch currency, but no measure of what the customer is trying to achieve. Why is this a weakness? machine-checked
- A provider drafts service targets internally, publishes them on the intranet, and treats them as the agreed service levels. Which requirement for a successful service level agreement has been missed? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Service level agreements and honest targets
The rest of objective 7
- Incident management, priority and major incidents
- Incident records, escalation and service requests
- Requests versus incidents, and finding problems
- Workarounds, known errors and problem control
- Change enablement and the three types of change
- Change authorities and the change schedule
- Authorisation routes and what a service desk is
- Service desk channels and user experience
- Service level agreements and honest targets — you are here
- Measurement, engagement and underpinning agreements
- Continual improvement and its model
- Who improves, which principles apply, and the value chain