New national legislation on the handling of personal data forces a service provider to change how it retains customer records. In the four dimensions model, how is this legislation best classified?
ITIL 4 Foundation, objective 3. The four dimensions of service management medium
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How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Not correct A fifth dimension of service management, added when regulation applies
There are exactly four dimensions. PESTLE factors surround and constrain all four; they are not an additional dimension.
Correct An external factor, under the legal element of the PESTLE model
Correct. PESTLE — political, economic, social, technological, legal and environmental — describes the external factors that constrain or influence the organization and that it generally cannot control, only respond to.
Not correct A component of the information and technology dimension, because it concerns data
Compliance requirements certainly shape how the information and technology dimension is designed, but the legislation itself originates outside the organization and is modelled as an external PESTLE factor.
Not correct A constraint that belongs to the partners and suppliers dimension, since regulators are third parties
Regulators are not partners or suppliers. That dimension covers organizations involved in designing, deploying, delivering or supporting the service under a commercial or cooperative relationship.
Why
ITIL 4 uses PESTLE (political, economic, social, technological, legal, environmental) to describe the external factors that affect the organization and all four dimensions of service management. Legislation is the classic legal factor: the organization cannot control it and must adapt its dimensions to comply.
Where this comes from
- Cited
- ITIL 4 syllabus clause 3.1
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 3 and space the ones you get wrong.
More questions on this objective
- A service provider is drawing up a staffing model, defining who reports to whom, and running work on the culture it wants its teams to share. Which of the four dimensions of service management does this work belong to? machine-checked
- Which statement best reflects how the four dimensions of service management should be applied? machine-checked
- An organization is deciding whether to build a capability in house or source it from another organization, and is agreeing the contracts and relationship types that would govern that arrangement. Which dimension of service management does this fall under? machine-checked
- A team maps the sequence of steps the organization performs to take a customer request from first contact to a working service, and looks for steps that add no value. Which dimension of service management is the focus of this work? machine-checked
- A provider has bought a modern service management platform, but adoption has failed: staff were never trained, no supplier was engaged to support it, and the workflows it automates were never agreed. Which conclusion about the four dimensions does this best illustrate? machine-checked