Service- Level Agreements Interview Questions

Service Level Agreements interview questions

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Total Questions: 5

1. A customer-based Service Level Agreement structure includes:

A. SLAs for each service that are Customer-focused and written in business language

B. An SLA with each individual Customer group, covering all of the services they use

C. An SLA for each service type, covering all those Customer groups that use that Service

D. An SLA covering all Customer groups and all the services they use

Correct Answer is : An SLA with each individual Customer group, covering all of the services they use

2. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?

A. Education and Awareness

B. Review, Audit and Assurance

C. Ongoing Training and Testing

D. Develop Procedures and Initial Testing

Correct Answer is : Develop Procedures and Initial Testing

3. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:

A. Root Cause Analysis

B. Service Outage Analysis

C. Component Failure Impact Analysis

D. Business Impact Analysis

Correct Answer is : Business Impact Analysis

4. Intermediate Recovery is initially concerned with which of the following time periods?

A. 24 to 72 hours

B. 4 to 24 hours

C. More than 72 hours

D. 4 to 8 hours

Correct Answer is : 24 to 72 hours

5. Serviceability is an element of Availability Management. How is it best defined?

A. The prevention of failure, and the ability to keep services and components operable

B. The support which external suppliers can be contracted to provide for parts of the IT infrastructure

C. The ability to restore services or components back to normal operation

D. The percentage of the agreed service hours for which the service is available

Correct Answer is : The support which external suppliers can be contracted to provide for parts of the IT infrastructure

Service Level Agreements interview questions