PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 3

An SLA is legally binding, an OLA is a best efforts agreement ✘ An SLA defines the service to be provided, an OLA defines internal support needed to deliver theservice ✘ An SLA defines Service Level Requirements, an OLA defines Service Level Targets ✘ An SLA is with an external customer, an OLA is with an internal customer ✔

To design and build processes that will meet business needs ✘ To provide detailed specifications for the design of IT services ✘ To transform Service Management into a strategic asset ✘ To underscore the importance of services in the global economy ✔

Any request or demand that is entered by a user via a Self-Help web-based interface ✘ A request from a User for information or advice, or for a Standard Change ✘ Any request for change that is low risk and can be approved by the Change Manager without a CABmeeting ✘ Anything that the customer wants and is prepared to pay for ✔

To minimize adverse impacts on business operations ✘ To automatically detect service affecting Events ✘ The restore normal service operation as quickly as possible ✘

Informational, Scheduled, Normal ✘ Scheduled, Unscheduled, Emergency ✘ Informational, Warning, Exception ✘ Warning, Reactive, Proactive ✔

Supplier Management and Service Level Management ✘ Supplier Management and Demand Management ✘ Demand Management and Service Level Management ✘ Supplier Management, Demand Management and Service Level Management ✔

Change Management ✘ Service Portfolio Management ✘ Supplier Management ✘ Continual Service Improvement ✔

Service Strategy ✘ Continual Service Improvement ✘ Service Operation ✘ Service Design ✔

Demand Management ✘ Incident Management ✘ Release and Deployment Management ✘ Request Fulfillment ✔

Measurement, methods and metrics ✘ Service Design Package ✘ Service Portfolio Design ✘ Process definitions ✔