A.Service desk

B.Continual improvement

C.Service level management

D.Problem management

A.Outcomes are how the service performs

B.An output can be enabled by one or more outcomes

C.An outcome can be enabled by more than one output

D.An outcome is a tangible or intangible activity

A.Using complex technical terminology in service level agreements (SLAs)

B.Creating targets based on the percentage of uptime of a service

C.Understanding the ongoing requirements of customers

D.Measuring low-level operational activities

A.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

B.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

A.Supplier management

B.Change enablement

C.Service level management

D.Service desk