ITIL 4 Specialist Collaborate, Assure and ImproveDemo

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QuestionQ49

Service Level Management

A service owner is getting ready for a service review meeting with a customer. The service owner has gathered and assessed all relevant service-level metrics from the dashboards and reports.

What additional information should the service owner consider when preparing for the meeting?

  • A Responses to the latest user survey
  • B Customer requirements for new services
  • C Contracts with suppliers
  • D Availability and response time of the services
Explanation

Service level management evaluates service quality against agreed targets while also considering the service consumer’s experience. User-survey responses provide direct evidence of customer satisfaction that performance metrics alone may not reveal.

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