ITPEC FE Subject A October 2024 Question 43

Create a service catalog and SLA and agree them with the customer — that is the defining output of service level management.

Service level management identifies the services to be provided, documents them in a service catalog, and sets measurable targets (availability, response time and so on) in a service level agreement (SLA) agreed with the customer. It then monitors achievement against those targets and reviews them regularly.

Answer (b)

Why not others:

• •(a) — planning human, technical, informational and financial resources in a capacity plan is capacity management
• •(c) — monitoring costs against the budget and reviewing financial forecasts is budgeting and accounting for services
• •(d) — assessing and documenting risks to service continuity and availability is service continuity and availability management

Key rule: Recognise each service management process by its artefact: SLA and service catalog for service level management, capacity plan for capacity management, budget for financial management, continuity risk assessment for continuity and availability management.

Service Management · AI-written, may contain errors