ITPEC IP April 2024 Question 59
ITPEC IP April 2024 — Question 59 of 100
SLM, or Service Level Management, monitors, reviews, maintains, and improves service levels agreed in an SLA. It establishes measurable service targets with customers, tracks actual performance, reports results, reviews gaps, and coordinates improvement actions so delivered IT services continue to meet business requirements.
Answer (c)
Why not others:
- (a) CSR usually refers to corporate social responsibility, an organization's responsibilities toward society
- (b) ERP integrates enterprise resources and business processes in an information system
- (d) SWOT analyzes strengths, weaknesses, opportunities, and threats for strategy
Key rule: An SLA documents service commitments; SLM is the ongoing management activity that negotiates, measures, reports, reviews, and improves those commitments.
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