Pass the Exin-ITIL ITIL Questions and answers with ValidTests

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

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

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

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

Service level management

Relationship management

Continual improvement

Service desk

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

Availability management

Capacity management

Service portfolio management

Service catalogue management

The number of passengers checked in

The average time to response to change requests

The average resolution time for incidents

The number of problems resolved

outputs

outcomes

costs

risks

Understanding which service requests can be accomplished with limited approvals

Creating new workflows for every service request

Separating requests relating to service failures from the degradation of services

Eliminating service requests which have complex workflows

Outputs

Guiding principles

Service offerings

Outcomes

Incident management

Service level management

Service request management

Change enablement