1.

The Goal for Service Level Management is to maintain and

improve the IT service quality through a constant cycle of agreeing,
monitoring and reporting upon IT service achievements

Reporting and management of all services

measuring existing services and the potential future requirements

monitoring service failures, reduction of service risks

2. Good example of a service can be described as? Unix Server

Payroll Processing

Firewall

Wide Area Network

3. What is the role of the Emergency Change Advisory Board

(ECAB)? To assist the Change Manager in ensuring that no urgent
Changes are made during particularly volatile business periods To
assist the Change Manager in evaluating Emergency Changes and
to decide whether the changes should be approved To assist the
Change Manager in speedier redressal change implementation
issues within stakeholders To assist the Change Manager in
implementing Emergency Changes

4. Functions are NOT described as? Projects focusing on

transformation

A body of process knowledge

Comprises activities, inputs and outputs

Self-Contained units of organizations

5. A service owner is responsible for which of the following?

Purchasing tools to support the service line

Monitoring and improving the process

Ensuring that the ongoing service delivery and support meet agreed
customer requirements (a) Carrying out activities defined in the
process

6. What is the purpose of the Request Fulfillment Process? Dealing

with Service Requests from the users

Making sure all requests within an IT Organization are fulfilled

Ensuring fulfillment of Change Requests

Making sure the service level agreement (SLA) are met

7. Which of the following does the service pipeline consists of?

Resources engaged or released in various phases of the service
lifecycle