ITIL v4: How does customer engagement contribute to the service-level management practice?

1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions

OPTIONS

• 1 and 2
• 2 and 3
• 3 and 4
• 1 and 4

Answer:

1 and 4

Explanation:

(1) (4) Customer engagement This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions.