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

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

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Identify the missing word in the following sentence.
A user is [?] that uses services.

• A.a role
• B.a supplier
• C.a team
• D.an organization

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Which of the following ensures that a service provider and a service consumer continually co-create value?

• A.Service consumption
• B.Service offerings
• C.Change enablement
• D.Service relationship management

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What is the CORRECT order for the three phases of problem management?

• A.Problem control, error control problem identification
• B.Error control, problem control, problem identification
• C.Problem identification problem control error control
• D.Problem identification error control problem control

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Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

• A.Service relationship management
• B.Service consumption
• C.The service value system
• D.The release management' practice

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