ITIL-FOUNDATION · Question #543
Which is a responsibility of a customer within the service level management process?
The correct answer is D. Agree Service level targets. In ITIL Service Level Management, the customer's primary responsibility is to agree on service level targets, while the service provider handles measurement, supplier contracts, and service delivery.
Question
Which is a responsibility of a customer within the service level management process?
Options
- ANegotiate third party contracts
- BMeasure service availability
- CSupply good or services
- DAgree Service level targets
How the community answered
(43 responses)- A5% (2)
- C2% (1)
- D93% (40)
Why each option
In ITIL Service Level Management, the customer's primary responsibility is to agree on service level targets, while the service provider handles measurement, supplier contracts, and service delivery.
Negotiating third-party contracts is a service provider responsibility handled under Supplier Management, not a customer role in Service Level Management.
Measuring service availability is an IT service provider responsibility, typically carried out as part of Availability Management and reported to the customer.
Supplying goods or services is a function of the service provider or its suppliers, not the customer within the Service Level Management process.
Agreeing service level targets is a core customer responsibility in ITIL Service Level Management. Customers collaborate with the service provider to define and formally accept the targets documented in Service Level Agreements (SLAs), ensuring that the services delivered align with business requirements and expectations.
Concept tested: Customer responsibilities in ITIL Service Level Management
Source: https://www.axelos.com/best-practice-solutions/itil
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