ITIL 4 Specialist Collaborate, Assure and ImproveDemo

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QuestionQ92

Service Level Management

A service provider develops many products, with each product managed by a separate development team. Together, the products make up a complex set of service offerings. This has led to confusion about who should negotiate and manage service levels.

What approach should the service provider take to resolve this issue?

  • A Appoint a service level manager to negotiate service targets for all products and services
  • B Appoint a team to manage all aspects of service level management and ensure communication with development teams
  • C Keep product owners in each team responsible for negotiating with customers and all aspects of service level management
  • D Keep product teams responsible for the service quality and assign a customer-facing team to negotiate with customers and report on service level achievements
Explanation

Product teams should remain responsible for the service quality they deliver, because they control the design, development, operation, and improvement of their products. A customer-facing team should manage customer engagement, negotiate service levels for the overall service offering, and communicate achieved service levels. This separates customer relationship and reporting responsibilities from product-quality accountability while providing a coherent interface for complex, multi-product services.

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