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ITIL · Question #2
ITIL Question #2: Real Exam Question with Answer & Explanation
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
Explanation
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.
Common mistakes.
- B. This omits objective 3 - monitoring and improving customer satisfaction - which is an established objective of service level management.
- C. This incorrectly includes objective 4 (identifying future markets), which falls outside the scope of SLM.
- D. 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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