Which is a key requirement for successful service level agreements (SLAs)?

• A.They should be based on system-based metrics which are useful to the service provider
• B.They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
• C.They should avoid ambiguous targets such as those relating to user experience
• D.They should be written using language and terms v/hich all parties will understand

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Which is a purpose of the 'relationship management' practice?

• A.To systematically observe services and service components
• B.To protect the information needed by the organization to conduct its business
• C.To be the entry point and single point of contact for the service provider with all of its users
• D.To identify, analyze, monitor, and continually improve links with stakeholders

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Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

• A.Continual improvement
• B.Service request management
• C.Incident management
• D.Problem management

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What is the definition of "service management"?

• A.A result for a stakeholder enabled by one or more outputs
• B.A formal description of one or more services, designed to address the needs of a target consumer group
• C.Join activities performed by a service provider and a service consumer to ensure continual value co-creation
• D.A set of specialized organizational capabilities for enabling value for customers in the form of services.

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Which statement about emergency changes is CORRECT?

• A.Emergency changes should be authorized and implemented as service requests
• B.The assessment and authorization of emergency changes is expedited to ensure they can be implemented
  quickly
• C.The testing of emergency can be eliminated in order to implement the change quickly
• D.Emergency changes must be fully documented before authorization and implementation

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