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Questions and Answers
What is a key requirement for a successful service level agreement?
What is a key requirement for a successful service level agreement?
- It should relate to simple operational metrics
- It should be written in legal language
- It should be simply written and easy to understand (correct)
- It should be based on the service provider’s view of the service
When should a change request be submitted to resolve a problem?
When should a change request be submitted to resolve a problem?
- As soon as the analysis of the frequency and impact of incidents justifies the change
- As soon as a solution for the problem has been identified
- As soon as the analysis of cost, risks and benefits justifies the change (correct)
- As soon as a workaround for the problem has been identified
Which guiding principle recommends coordinating all dimensions of service management?
Which guiding principle recommends coordinating all dimensions of service management?
- Focus on value
- Keep it simple and practical
- Think and work holistically (correct)
- Start where you are
What is the primary focus of ITIL 4 Foundation?
What is the primary focus of ITIL 4 Foundation?
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What is the main purpose of a service level agreement?
What is the main purpose of a service level agreement?
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Study Notes
Service Level Agreement (SLA)
- A key requirement for a successful SLA is that it is agreed upon by all parties involved.
- The primary purpose of an SLA is to define the level of service quality, availability, and responsiveness expected from a service provider.
Change Management
- A change request should be submitted to resolve a problem when it is identified as a incident that needs a modification to the existing service or infrastructure.
ITIL Guiding Principles
- One of the guiding principles recommends coordinating all dimensions of service management to ensure alignment and integration.
ITIL 4 Foundation
- The primary focus of ITIL 4 Foundation is to provide a comprehensive introduction to the management of IT-enabled services.
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