What must a service level agreement (SLA) define?

• A.Legally binding contractual responsibilities or both parties
• B.Key service targets and responsibilities of just the IT service provider
• C.Legally binding contractual responsibilities of just the IT service provider
• D.Key service targets and responsibilities of both the IT service provider and customer

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Which stakeholders co-create value in a service relationship?

• A.Investor and supplier
• B.Investor and consumer
• C.Consumer and provider
• D.Provider and supplier

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Which service level metrics are BEST for measuring user experience?

• A.Metrics linked to defined outcomes
• B.Single system-based metrics
• C.Operational metrics
• D.Metrics for the percentage of uptime of a service

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How does information about problems and known errors contribute to 'incident management'?

• A.It removes the need for collaboration during incident resolution
• B.It enables quick and efficient diagnosis of incidents
• C.It enables the reassessment of known errors
• D.It removes the need for regular customer updates

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Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

• A.Focus on value
• B.Think and work holistically
• C.Collaborate and promote
• D.Optimize and automate

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