Question 1
(Topic 1)
An organization is assessing the capability of the service level management practice, currently focusing on the ‘capturing and reporting on improvement opportunities, including performance against defined service levels and stakeholder satisfaction’ practice success factor (PSF). Which is evidence that this PSF is being fulfilled?
Select an option, then click Submit answer.
- ○ Service level requirements are managed using an integrated ITSM tool
- ○ User feedback informs ongoing development of products and services
- ○ Service levels are defined using models and templates
- ○ Service metrics include performance of underpinning services
