ITIL-FOUNDATION Question #19: Real Exam Question with Answer & Explanation

The correct answer is C: Service level management. Service Level Management (SLM) is the ITIL process responsible for reviewing service performance reports with customers to confirm whether agreed targets have been met.

Question

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Options

AContinual service improvement
BChange management
CService level management
DAvailability management

Explanation

Service Level Management (SLM) is the ITIL process responsible for reviewing service performance reports with customers to confirm whether agreed targets have been met.

Common mistakes.

A. Continual Service Improvement focuses on identifying and implementing improvements to IT services and processes, not on formally reporting SLA performance results to customers.
B. Change Management governs the lifecycle of changes to IT services and infrastructure, and has no responsibility for reviewing service level performance with customers.
D. Availability Management ensures IT services meet agreed availability targets at a technical level, but does not conduct the broader customer-facing service review meetings that cover all contracted service targets.

Concept tested. ITIL Service Level Management customer service review reporting

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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