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IT Service Management and Systems Audit

Which of the following is an appropriate activity of service level management?

  1. AOnce an SLA has been agreed, the results are not measured and the content is not reviewed during the contract period; operation simply continues as it is
  2. BService level targets are decided by the provider alone, without agreement with users, and published at values that are easy to achieve
  3. CThe results for the agreed service levels are measured regularly and reported to users, and for items that fall short of the targets, the causes are analyzed and improvements are made
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Answer: C. The results for the agreed service levels are measured regularly and reported to users, and for items that fall short of the targets, the causes are analyzed and improvements are made

Service level management is an activity that repeats a cycle: agreeing on service level targets based on user requirements, measuring and reporting the results, and reviewing them with users to make improvements. For items that fall short of their targets, the causes are analyzed and an improvement plan is drawn up. When users' business changes, the content of the SLA is also reviewed.

  • A. Continuing to measure and report results and to review the content is at the core of service level management.
  • B. Service level targets are decided by agreement between users and the provider, based on user requirements.
  • C. Correct. Results are measured and reported, and items that do not reach their targets are improved.
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More IT Service Management and Systems Audit questions

  1. The SLA for an internal system sets the service hours as 9:00 to 21:00 on weekdays (12 hours a day) and requires availability during service hours (the fraction of service hours during which the system was in operation) of at least 99.5%. Take a month as having 20 weekdays, and do not count outages outside service hours. Which of the following is the upper limit on the total outage time allowed within service hours in a month?
  2. The SLA for a cloud service defines monthly availability = (scheduled service time − outage time due to failures) ÷ scheduled service time, where the scheduled service time is the total time in the month minus the time of planned maintenance announced in advance. If the monthly availability is at least 99.9%, there is no refund; if it is at least 99.0% but below 99.9%, 10% of the monthly fee is refunded; and if it is below 99.0%, 30% is refunded. Take a month as 30 days. In one month there were 120 minutes of planned maintenance and a total of 40 minutes of outages due to failures. Which of the following is the refund rate for this month?
  3. Which of the following is an appropriate way to decide the priority for handling incidents?
  4. The service desk received a call from a user saying, "In the expense reimbursement system, the submit button does not respond when I attach an image of a receipt." The same symptom is registered as a known error, with the recorded workaround "the image can be submitted if it is first registered from a separate registration screen." Which of the following is the most appropriate action in incident management?
  5. Which of the following describes a "known error" in problem management appropriately?