ITPEC IP April 2023 Question 62
ITPEC IP April 2023 — Question 62 of 100
Service Level Management monitors and reviews service performance to measure achievement of the quantitative targets agreed in the SLA. Actual availability, response time, throughput, resolution time, and other measures are compared with targets, reported to stakeholders, and used to guide service improvement.
Answer (b)
Why not others:
- (a) improvement is not merely secondary; SLM seeks to maintain and continually improve appropriate service quality
- (c) producing an SLA is not the final objective—the agreed service must be managed throughout its lifecycle
- (d) targets should reflect business needs and achievable cost-value trade-offs, not simply be easy
Key rule: SLM agrees meaningful targets, measures actual service, reviews results, and drives improvement.
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