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QuestionQ87

Service Level Management

The service level manager has identified confusion among the technical teams about the definition of a “service level.”

How should the manager explain it to the team?

  • A A means of documenting the shared view of a service
  • B All the aspects of a service necessary to provide customer satisfaction
  • C All subjective aspects of user's interaction with the service
  • D A specification of service objectives and achievements
Explanation

A service level specifies the service objectives and the results achieved against them, typically through measurable service-quality metrics.

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