Which practice conducts reviews to validate that services are covering the needs of the customer?
Correct Answer: B
Explanation:
In ITIL 4, the service level management practice is responsible for: Setting clear, business-based targets for service performance Monitoring and reporting on service delivery Conducting regular reviews with customers and stakeholders Ensuring that services and service performance meet agreed needs and expectations Part of this practice explicitly involves reviewing services with customers to validate that the services are still meeting their needs and agreed service levels. These reviews are used to confirm whether the services remain fit for purpose and to identify improvement opportunities. The other options have different focuses: Monitoring and event management focuses on observing services and infrastructure, identifying events, and determining their significance. Change enablement controls risks related to changes and ensures that changes are properly assessed and authorized. Service desk is the main point of contact between service provider and users, handling incidents and service requests, but it is not primarily responsible for formal reviews of service coverage against customer needs. Because the described activity conducting reviews to ensure services cover customer needs—is a core responsibility of service level management, the correct answer is B.
Question 2
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Correct Answer: A
Explanation:
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including: Defining service levels Documenting Actively managing them
Question 3
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Correct Answer: C
Explanation:
incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
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