When verifying that an incident has been resolved, which is an example of value as perceived by a user?

Question

Options

• AAn incident resolved within the target SLA time, enabling efficient use of service desk resources
• BAn accurate and complete incident record, enabling subsequent trend analysis of incidents
• CA swift restoration of a point of sale system, enabling customers to be served with minimal
• DA better understanding of a complex networking scenario, enabling the creation of a new

• A
  4% (2)
• B
  16% (8)
• C
  73% (37)
• D
  8% (4)

Explanation

Option C is correct because it describes value from the user's perspective - a tangible outcome (customers being served again) resulting from the incident being resolved. In ITIL, value as perceived by a user means the practical benefit they experience, not internal IT outcomes or metrics.

Why the distractors are wrong:

• A (SLA compliance freeing up service desk resources) describes value to the IT organization, not the user - meeting targets is an operational efficiency measure.
• B (accurate incident records for trend analysis) benefits IT management and analysts making future improvements, which the user never directly sees.
• D (better networking knowledge enabling something new) delivers value to technical staff, not the end user experiencing the incident.

Memory tip: Ask yourself "Who benefits?" - if the answer is the IT team, analysts, or management, it's wrong. User-perceived value always maps to "I can do my job again" or "my customers are unblocked." The point-of-sale example is the giveaway: restored service = real, immediate user value.

No community discussion yet for this question.