ITIL V4 Foundation: Which practice identifies metrics that reflect the customer’s experience of a service?

Which practice identifies metrics that reflect the customer’s experience of a service?

OPTIONS

• Continual improvement
• Service desk
• Service level management
• Problem management

Answer:

Service level management

Explanation:

Service level management identifies metrics and measures that are a truthful reflection of the customer’s actual experience and level of satisfaction with the whole service. Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before.