A service provider wants targets for its services that are expressed in business terms, so that delivery can be assessed, monitored and managed against something the customer recognises. Which practice exists to do this?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail easy
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The options
Correct Service level management
Correct. Its purpose is to set clear business-based targets for service performance so that service delivery can be properly assessed, monitored and managed against those targets.
Not correct Monitoring and event management
Wrong practice. It systematically observes services and components and records and reports selected state changes; it supplies data, but it does not negotiate or set business-based service targets.
Not correct Relationship management
Adjacent but different. It establishes and nurtures links between the organization and its stakeholders at strategic and tactical levels; it does not define measurable performance targets for individual services.
Not correct Measurement and reporting
Closest near-miss. It supports decision-making and improvement by producing measurements and reports against targets that already exist; agreeing what those business-based targets should be is service level management's job.
Why
Service level management is defined by its purpose: agreeing and documenting targets that are expressed in business terms, then assessing, monitoring and managing delivery against them. The distractors are all practices that either feed data into that assessment (monitoring and event management, measurement and reporting) or manage the human relationship around it (relationship management), but none of them owns the targets themselves.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Service level management sets clear business-based targets for service performance so that delivery can be assessed, monitored and managed against them.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.