Free Access EXIN.ITIL.v2025-11-14.q416 Practice Test (Page 74)

Question 361

Where are the details of the required performance outcomes of a service denned?

A.Service requests

B.Service level agreements

C.Service offerings

D.Service components

Question 362

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT
services, the IT service provider can always provide minimum agreed business-related service
levels?

A.Change management

B.Financial management for IT services

C.IT service continuity management

D.Service catalogue management

Question 363

Where would all the possible service improvement opportunities berecorded?

A.Capacity management information system

B.Known error database

C.Configuration management database

D.CSI register

Question 364

What is the BEST description of an Operational Level Agreement (OLA)?

A.A document that describes to a customer how services will be operated on a day-to-day basis

B.An agreement between the service provider and an external organization

C.An agreement between the service provider and another part of the same organization

D.A document that describes business services to operational staff

Question 365

Why should a service level agreement include bundles of metrics?

A.To ensure that the service levels have been agreed with customers

B.To reduce the number of metrics that need to be measured and reported

C.To ensure that all services are included in the service reports

D.To help focus on business outcomes, rather than operational result.

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Question 361

Question 362

Question 363

Question 364

Question 365

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