Free Access ITIL.ITIL-4-Foundation.v2025-04-29.q331 Practice Test (Page 50)

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.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.

Which practice has a strong influence on the user experience and perception of the service provider?

A.Service desk

B.Service level management

C.Change enablement

D.Supplier management

Which of the following statements about 'outcomes' is TRUE?

A.The delivery of products to a stakeholder is enabled by outcomes

B.The level of expenses regarding a technology for a service is defined by an outcome

C.An outcome depends on at least one output to deliver a result

D.Outcomes provide assurance to stakeholders regarding the performance of a service

Which is the definition of an IT asset?

A.Any financially valuable component that contributes to a service

B.Any request from a user that is a normal part of service delivery

C.Any component that needs to be managed to deliver a service

D.Any change of state that has significance for the management of a service

What should a release policy include?

A.The process owner and process manager for each type of release

B.The roles and responsibilities for incident and problem resolution

C.The naming convention and expected frequency of each type of release

D.The naming convention for all configuration items (CI) recorded in the configuration management system

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