QUESTION: 177

What is the BEST description of an operational level agreement (OLA)?

An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff

Answer(s): A

QUESTION: 178

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

People, process, partners, performance
Performance, process, products, problems
People, process, products, partners
People, products, perspective, partners

Answer(s): C

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QUESTION: 179

Which of the following is NOT a benefit of using public frameworks and standards?

Knowledge of public frameworks is more likely to be widely distributed
They are always free ensuring they can be implemented quickly
They are validated across a wide range of environments making them more robust
They make collaboration between organizations easier by giving a common language

Answer(s): B

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