Free Access ITIL.ITIL-4-Foundation.v2023-03-27.q176 Practice Test (Page 18)

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

A.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

B.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

C.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

D.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

What can be used to determine if a service is 'fit for purpose'?

A.Warranty

B.Utility

C.Availability

D.Outcome

Which is the BEST example of an emergency change?

A.A low-risk computer upgrade implemented as a service request

B.The implementation of a planned new release of a software application

C.A scheduled major hardware and software implementation

D.The implementation of a security patch to a critical software application

Which practice handles all pre-defined user-initiated service actions?

A.Deployment management

B.Incident management

C.Service level management

D.Service request management

Which describes the utility of a service?

A.A service that meets its service level targets

B.A service that is fit for use

C.A service that supports the performance of the consumer

D.A service that increases constraints on the consumer

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