Online Access Free EXIN.ITIL.v2025-09-08.q161 Practice Test (Page 24)

What is used to link activities within the service value chain?

A.Service level agreements

B.Opportunity, demand and value

C.Service desk

D.Inputs, outputs and triggers

Why should a service level agreement include bundles of metrics?

A.To ensure that the service levels have been agreed with customers

B.To reduce the number of metrics that need to be measured and reported

C.To ensure that all services are included in the service reports

D.To help focus on business outcomes, rather than operational result.

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A.Service Operation

B.Service Transition

C.Continual Service Improvement

D.Service Strategy

When tan a known error record tie raised?
1 At any time when it would be useful to do so 2After a workaround has been found

A.Both of the above

B.2onty

C.Neither of the above

D.1 only

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

A.An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

B.An SLA defines Service Level Requirements, an OLA defines Service Level Targets

C.An SLA is legally binding, an OLA is a best efforts agreement

D.An SLA is with an external customer, an OLA is with an internal customer

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