ITIL · 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 level
The correct answer is A. 1, 2 and 3 only. Service level management objectives cover defining, monitoring, and improving services and customer satisfaction, but identifying future markets is a service strategy concern outside SLM 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
(31 responses)- A87% (27)
- C3% (1)
- D10% (3)
Why each option
Service level management objectives cover defining, monitoring, and improving services and customer satisfaction, but identifying future markets is a service strategy concern outside SLM scope.
The recognized objectives of SLM include defining and agreeing service levels (1), monitoring and reporting actual service performance against those levels (2), and monitoring and improving customer satisfaction (3). Identifying possible future markets is a strategic activity belonging to service strategy and business relationship management, which operate at a higher level than SLM.
This omits objective 3 - monitoring and improving customer satisfaction - which is an established objective of service level management.
This incorrectly includes objective 4 (identifying future markets), which falls outside the scope of SLM.
Objective 4 (identifying future markets) belongs to service strategy processes, not SLM, making 'All of the above' incorrect.
Concept tested: Service level management objectives and scope
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