ITIL-FOUNDATION · Question #2
Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual…
The correct answer is A. 1, 2 and 3 only. Service Level Management objectives cover defining, monitoring, and improving agreed service levels and customer satisfaction, but identifying future markets is outside its scope.
Question
Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in
Options
- A1, 2 and 3 only
- B1 and 2 only
- C1, 2 and 4 only
- DAll of the above
How the community answered
(23 responses)- A87% (20)
- B9% (2)
- D4% (1)
Why each option
Service Level Management objectives cover defining, monitoring, and improving agreed service levels and customer satisfaction, but identifying future markets is outside its scope.
Defining and agreeing service levels (1), monitoring and reporting actual service delivery (2), and monitoring and improving customer satisfaction (3) are all recognized ITIL Service Level Management objectives. These three objectives collectively ensure the service provider meets its commitments and continuously improves from the customer perspective. Identifying future markets (4) falls under Service Strategy and Business Relationship Management, not SLM.
This option incorrectly omits monitoring and improving customer satisfaction (3), which is an established SLM objective in ITIL.
This option incorrectly includes identifying future markets (4) while incorrectly excluding customer satisfaction monitoring (3), inverting which item belongs to SLM.
Identifying possible future markets is a Business Relationship Management and Service Strategy concern, not a Service Level Management objective.
Concept tested: ITIL Service Level Management objectives scope
Source: https://www.axelos.com/resource-hub
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