The questions in this section (Section C) are based on the article: Suhonen, A., Heikkinen, S., Kurenniemi, M., & Jntti, M. (2013). Implementation of the ITIL-Based Service Level Management Process to Improve an Organizations Efficiency: A Case Study. ICSEA. The Information Technology Infrastructure Library (ITIL) version 3 approaches IT service management (ITSM) from the IT service lifecycle point of view. The IT Service lifecycle consists of five phases: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement Service Level Management (SLM) is a process of Service Design lifecycle phase in ITIL version 3 (Suhonen et al., 2013).

(a) State two objectives of the SLM process identified by the authors

(b) SLM agreements can according to ITIL, be classified into three groups.

(i) Identify these three groups of SLM agreements

(ii) Differentiate the three groups of SLM agreements

(c) Outline the current state of the ISM units service level management (SLM) stated in the case organization

(d) What kind of considerations were made by the Information System Management (ISM) unit, after the research, when designing SLAs and OLAs?