ITIL · Question #19
Which process is responsible for discussing reports with customers showing whether services have met their targets?
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.
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
How the community answered
(52 responses)- A2% (1)
- B4% (2)
- C92% (48)
- D2% (1)
Why each option
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.
Continual Service Improvement focuses on identifying and implementing improvements to services and processes over time, not on conducting customer-facing SLA performance reviews.
Change Management governs the lifecycle of changes to services and infrastructure - it does not produce or review SLA performance reports with customers.
Service Level Management owns the end-to-end relationship with customers regarding service targets - this includes producing service reports and conducting formal service review meetings with customers. These reviews assess whether agreed service levels have been achieved and identify any required improvements, making SLM directly responsible for the activity described.
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
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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