IT Service Management Foundation Practice Test

Answer: A - Asking whether service levels are improving is a function of Service Level Management.

Key Takeaway: In addition to statistics around the number and percentage of services covered by SLAs, SLAs supported by UCs and OLAs, and service targets being met, there are questions that need to be asked and answered to round out the Key Performance Indicators (KPIs) of Service Level Management.

Questions such as are the service levels improving, are customer’s perceptions improving, and are IT costs reducing for stable processes, round out the KPIs. If any of these questions are answered with a ‘no’ then there needs to be an investigation to determine why and a plan developed to make improvements that lead to a ‘yes’.