Which of the following is a key objective of the Service Level Management Service Management Function

(SMF)?

A. formalizing Operational Level Agreements (OLAs)

B. providing primary liaison and customer service to the IT user community

C. providing the mechanism for setting clear expectations about the service being delivered

D. satisfying customers by ensuring that the Operations department meets the customers' demands

Which Service Management Function (SMF) or Operations Management Review (OMR) needs to ensure that the key operational knowledge remains current and accessible to all members of the operations staff?

A. Workforce Management

B. Operations Review

C. Service Level Agreement (SLA)

D. Release Management

What is a description of Governance?

A. How IT resources will be used to meet goals and deliver business value

B. a process that ensures individuals are aware of regulations, policies, and procedures that must be followed as a result of seniormanagement decisionsmanagement? decisions

C. Who holds the authority to make decisions, determines accountability for actions and responsibility for outcomes, and addresses how expectedperformance will be evaluated

D. Possible adverse impacts on reaching goals and can arise from actions taken or not taken

Which of the following reflect goals of the Envision SMF?

A. Build a solution that meets the customer expectations and Specifications.Build a solution that meets the customer? expectations and Specifications.

B. Clearly communicate the project vision, scope, and risk.Clearly communicate the project? vision, scope, and risk.

C. Deploy a stable solution that satisfies the customer.

D. Resolve all issues found by testing and through pilot feedback.

Which is a correct statement about the Deliver Phase?

A. It creates an IT strategy to provide value to the business strategy.

B. It is the foundational layer for MOF.

C. It incorporates the best practices of the Microsoft Solutions Framework.

D. It has four SMFs.