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

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

A.An organization should always use an approach that combines Lean, Agile and DevOps methodologies

B.An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C.An organization should always use a single technique to ensure metrics are consistent

D.An organization should always develop competencies in methodologies and techniques that will meet their
needs

A.Problem management

B.Service configuration management

C.Incident management

D.Monitoring and event management

A.Change enablement

B.Service request management

C.Service level management

D.Problem management

A.In the definitive media library

B.In the definitive security library

C.In the definitive production library

D.In the definitive capacity library