ITIL · Question #543
Which is a responsibility of a customer within the service level management process?
The correct answer is D. Agree Service level targets. In Service Level Management, the customer's primary role is to agree on the service level targets that define what the IT service provider must deliver.
Question
Which is a responsibility of a customer within the service level management process?
Options
- ANegotiate third party contracts
- BMeasure service availability
- CSupply good or services
- DAgree Service level targets
How the community answered
(37 responses)- A3% (1)
- B5% (2)
- C3% (1)
- D89% (33)
Why each option
In Service Level Management, the customer's primary role is to agree on the service level targets that define what the IT service provider must deliver.
Negotiating third-party contracts is a supplier management responsibility handled by the service provider, not the customer.
Measuring service availability is the service provider's operational responsibility, carried out by availability management teams.
Supplying goods or services is the role of a supplier or vendor, not a customer within the SLM process.
Customers are responsible for agreeing service level targets, which form the basis of Service Level Agreements (SLAs) and Service Level Requirements (SLRs). The customer defines what level of service is acceptable and negotiates those targets with the service provider, making agreement of targets the core customer responsibility in this process.
Concept tested: Customer role in Service Level Management
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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