ITIL 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 negotiating, agreeing, and reviewing service level agreements with customers, including discussing performance reports showing whether targets have been met.

Processes

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 negotiating, agreeing, and reviewing service level agreements with customers, including discussing performance reports showing whether targets have been met.

Common mistakes.

A. Continual Service Improvement focuses on identifying and implementing improvements to services and processes over time, not on conducting customer-facing SLA performance reviews.
B. Change Management governs the lifecycle of changes to services and infrastructure - it does not produce or review SLA performance reports with customers.
D. Availability Management ensures services meet agreed availability levels, but it is not responsible for the customer-facing service review meetings that cover overall service target attainment.

Concept tested. ITIL Service Level Management customer reporting

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

Topics

#service level management#service reporting#customer reviews#SLA targets

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