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QuestionQ96

Service Level Management

An organization seeks to achieve the practice success factor “establishing a shared view of target service levels with customers.”

Which option provides evidence that this PSF is being achieved?

  • A Dashboards indicate changes in service achievements over time
  • B Meetings are held to discuss occasions when service targets have not been met
  • C Feedback from service consumers is regularly gathered
  • D Consumer and provider representatives are involved in setting targets for inclusion in SLAs
Explanation

A shared view of target service levels is demonstrated when both consumer and provider representatives participate in defining the targets that will be included in service level agreements (SLAs). This aligns expectations before service performance is measured.

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