Which of the following processes is responsible for the regular review of Operational Level Agreements (OLAs)? Question 10 The 3 types of service level agreement structures are: a) based on customer, service, company b) enterprise level, customer level, service level c) service-based service, customer, user d) customer, service, multi-level question 1 What process ITIL®® is responsible for developing a pricing system? a) Availability management b) Capacity management c) Financial management of IT services – This is an element of IT accounting and chargeback d) Service level management – Although SLM helps, SLM only verifies fees with customers instead of developing the billing model itself. Question 5 A set of service levels is best described as? a) A description of the customer`s requirements used to negotiate a service level agreement – These are service level requirements b) A defined level of utility and warranty associated with a core set of services – Correct, a combination of utility and warranty that meets the customer`s needs. c) A description of the value the client wants and is willing to pay for d) A document that shows the service level levels achieved during an agreed reporting period – These are the service level achievements Question 6 What process regularly reviews operational level agreements (OLAs)? a) Vendor Management – Reviews of Underlying Contracts b) Service Level Management c) Service Portfolio Management d) Contract Management – no ITIL process® included in vendor management. Question 3 In what process is ITIL®® are negotiations conducted with customers on availability and capabilities to offer? a) Availability Management b) Capacity Management c) Financial Management of IT Services d) Service Level Management – SLM is always the process that negotiates with customers on all aspects of service quality. Question 8 What process or function is responsible for communicating the change plan to users? a) Change management – responsible for maintaining the change plan, but making it available to the Service Desk for communication with users. b) Service Desk – should be the central point of contact for ALL communications with users c) Version and deployment management d) Service level management Question 7 Technical management is NOT responsible? a) Maintenance of the local area network b) Identification of the technical capabilities necessary to manage and support the IT infrastructure c) Definition of service contracts for the technical infrastructure – this is the role of service level management d) Response to the disruption of the technical infrastructure Question 10 Is this the main objective of change management? a) Make sure all changes are approved and saved – not all changes are approved. .