Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

• A.Service level management
• B.Service desk
• C.Continual improvement
• D.Change enablement

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Which describes a set of defined steps for implementing improvements?

• A.The 'improve' value chain activity
• B.The 'continual improvement register'
• C.The 'engage' value chain activity
• D.The 'continual improvement model'

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What is defined as any financially valuable component that can contribute to the delivery of a service?

• A.Configuration item
• B.Event
• C.Product
• D.IT asset

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Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

• A.Relationship management
• B.Supplier management
• C.Change enablement
• D.Service desk

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An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

• A.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
• B.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
• C.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
• D.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

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