5: Service Level Management: Aligning IT with Business Requirements

Question 1

SLM involves:

Defining the ___,
Documenting them in an ___,
Assuring the ___ are measured and met, and
Taking action where necessary to improve the ___?

Answer 1

Service
Agreement
Targets
Level of service desired

Question 2

In service level management, targets should be described as ___ and ___

Answer 2

Clear

Objective

Question 3

The service level manager must confirm that all ___ of the ___ can be delivered to meet the required targets

Answer 3

Elements

Service

Question 4

Customers and IT service providers must agree upon what constitutes an acceptable ___

Answer 4

Level of service

Question 8

SLM is concerned with ensuring the __ aspects of a service are provided to the expected level

Answer 8

Warranty

Question 10

The server level manager must confirm that all elements of a service can be delivered to do what?

Answer 10

Meet the required targets

Question 11

Service level management involved the ___ discussing, negotiating, and agreeing with the ___ about what ___ should be ___ to ensure what?

Answer 11

• IT service provider
• Customer
• IT services
• provided
• alignment to the business requirement

Question 12

SLM involves:

\_\_ the services,
\_\_ them in an agreement,
ensuring that the targets are \_\_\_ and \_\_\_,
And taking action where necessary to \_\_\_
the level of service desired

Answer 12

Defining
Documenting
Measured
Met
Improve

Question 14

IT Service providers and customers should be __,___, and ___ about what IT services should be provided to ensure services are aligned to the business requirement as a part of SLM

Answer 14

Discussing
Negotiating
Agreeing