Measurement, engagement and underpinning agreements
Lesson 10 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
- An organization agrees a target for 'average response time of the order-entry transaction' but this measure is not tied to any service in the service catalogue. Why does the service level management practice warn against this? machine-checked
- Beyond producing reports, which capability does the service level management practice most depend on? machine-checked
- An internal IT department agrees with the internal network team that network faults affecting the payroll service will be picked up within 15 minutes. There is no external party involved. What is this agreement normally called? machine-checked
- A provider has committed to a customer that a service will be restored within four hours. Delivery depends on a hosting company outside the organization. What should the provider put in place with that hosting company so the commitment is realistic? machine-checked
- Which combination of information best supports the service level management practice in judging whether a service is performing acceptably? 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 Measurement, engagement and underpinning agreements
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
- Measurement, engagement and underpinning agreements — you are here
- Continual improvement and its model
- Who improves, which principles apply, and the value chain