CIS 109_Post-Assessment

ITIL Post­Assessment 1. Q: Where would you expect incident resolution targets to be documented? A: Service Level Agreement 2. Q: Complete the statement about continual service improvement: One of the key concepts for improvement is ensuring that service quality is constantly ___________ so that performance is monitored and enhanced if required. A: measured 3. Q: Which of the following roles in Service Transition is made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties? A: The Change Advisory Board 4. Q: Which one of these statements best reflects the purpose of continual service improvement? A: To improve the efficiency of services and service management processes 5. Q: Which process reviews operational­level agreements on a regular basis? A: Service­level management