ITPEC IP April 2025 Question 61

Monitoring and measuring the services and preparing a service report — in the PDCA cycle of service level management, Check measures what was actually delivered.

Service level management runs its own PDCA cycle around the SLA:

• •Plan — agree the desired service quality with the customer from the service requirements and the improvement plan, and document it as an SLA
• •Do — provide the services according to the SLA
• •Check — monitor and measure the services provided, compare them with the SLA targets, and prepare a service report
• •Act — review the service report with the customer and prepare a service improvement plan, which feeds the next Plan

Answer (d)

Why not others:

• •(a) — providing the services on the basis of the SLA is Do
• •(b) — preparing a service improvement plan on the basis of the service report and its review results is Act
• •(c) — agreeing on the service quality and preparing the SLA is Plan

Key rule: In service level management the SLA is the Plan and the service report is the Check; the report is what the Act review works from.

Service Management · AI-written, may contain errors