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NEW QUESTION 54
Why should a service level agreement include bundles of metrics?
- A. To reduce the number of metrics that need to be measured and reported
- B. To ensure that the service levels have been agreed with customers
- C. To ensure that all services are included in the service reports
- D. To help focus on business outcomes, rather than operational result.
Answer: D
Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%20business%20outcomes.
NEW QUESTION 55
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Organizations and people
- B. Value streams and processes
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4 - C. Partners and suppliers
- D. Information and technology
Answer: D
NEW QUESTION 56
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Improve
- B. Engage
- C. Obtain/build
- D. Plan
Answer: D
NEW QUESTION 57
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. Service level management
- B. Monitoring and event management
- C. Incident management
- D. IT asset management
Answer: A
NEW QUESTION 58
Which is part of the 'focus on value' guiding principle?
- A. Reducing the number of steps in the customer experience
- B. Understanding what services help the service consumer
- C. Identifying activities that can be achieved in smaller iterations
- D. Assessing services to identify parts that can be reused
Answer: B
NEW QUESTION 59
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