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ITIL · Question #337
ITIL Question #337: Real Exam Question with Answer & Explanation
The correct answer is C: Inclusion of items in the SLA that cannot be effectively measured. Including items in an SLA that cannot be effectively measured makes it impossible to report objectively on compliance, causing stakeholders to lose trust in the entire Service Level Management process.
Question
What is most likely to cause a loss of faith in the Service Level Management process?
Options
- AMeasurements that match the customer's perception of the service
- BClear, concise, unambiguous wording in the Service Level Agreements(SLAs)
- CInclusion of items in the SLA that cannot be effectively measured
- DInvolving customers in drafting Service Level Requirements
Explanation
Including items in an SLA that cannot be effectively measured makes it impossible to report objectively on compliance, causing stakeholders to lose trust in the entire Service Level Management process.
Common mistakes.
- A. Measurements that align with customer perception of service quality reinforce trust, as they demonstrate the provider understands and tracks what matters to the customer.
- B. Clear, concise, and unambiguous SLA wording improves mutual understanding and reduces disputes, which strengthens rather than weakens faith in the process.
- D. Involving customers in drafting Service Level Requirements increases ownership and buy-in, making customers more likely to trust the resulting SLAs.
Concept tested. ITIL Service Level Management - SLA measurability and trust
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