ITPEC IP April 2024 Question 59
Which of the following activities aims at the maintenance and improvement of the service level through monitoring and reviewing the service status in order to implement the terms of agreement of an SLA?
Explanation
SLM — service level management keeps the service at the level agreed in the SLA by monitoring, reviewing and improving it.
An SLA (Service Level Agreement) records the service levels agreed between the provider and the customer, such as availability, response time or recovery time. SLM is the ongoing activity that puts the agreement into practice: it measures the actual service against those targets, reports the results to the customer, reviews them together and improves the service where a target is missed, a PDCA cycle around the SLA.
Answer (c)
Why not others:
- •(a) CSR — Corporate Social Responsibility: a company's responsibility to society, such as compliance, environmental protection and social contribution
- •(b) ERP — Enterprise Resource Planning: managing the company's resources (people, goods, money, information) in one integrated system
- •(d) SWOT — analysis of strengths, weaknesses, opportunities and threats, a technique for business strategy
Key rule: The SLA is the agreement; SLM is the management cycle (agree, monitor, review, improve) that keeps the service meeting it.
Service Management · AI-written, may contain errors
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