QUESTION: 117

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

A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

Answer(s): B

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QUESTION: 118

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Service level management
Service desk
Continual improvement
Change enablement

Answer(s): A

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QUESTION: 119

What is a service?

A possible event that could cause harm or loss, or make it more difficult to achieve objectives
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A tangible or intangible deliverable of an activity
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Answer(s): B

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Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

1 and 2
2 and 3
3 and 4
1 and 4

Answer(s): D

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QUESTION: 117

QUESTION: 118

QUESTION: 119

QUESTION: 120