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QuestionQ90

Service Level Management

An organization is designing a value stream for resolving incidents. It has identified that support teams know the target times for incident resolution and comply with them. However, users complain that they receive no information about the target and expected times for incident resolution.

How should service level management help resolve this issue?

  • A By negotiating targets for service functionality desired by customers
  • B By negotiating service levels for service failures with customers
  • C By ensuring that issues arising from service reviews result in recommendations for service changes
  • D By ensuring that service levels for service support include timeline communications
Explanation

Service level management establishes and manages clear, business-based service targets and communication with stakeholders. Where users lack visibility of incident target and expected resolution times, support service levels must include communications about those timelines.

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