IT Service Management Foundation Practice Test

Answer: A - Service Level Management is the Service Design process that includes planning and reporting of SLAs and the review of service achievements.

Key Takeaway: In addition, Service Level Management includes the process of planning, coordinating, documenting, agreeing, monitoring, and reporting of SLAs. It also is tasked with the ongoing review of service achievements to ensure that the quality of services being provided are cost-justifiable. The key activities of Service Level Management are designing the SLA frameworks, negotiating Service Level Requirements for new and changed services, monitoring service achievements through the SLAs, measuring and improving customer satisfaction, producing service reports, and performing service reviews.