Which combination of information best supports the service level management practice in judging whether a service is performing acceptably?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Not correct Customer satisfaction surveys alone, since only the customer can judge the service
Feedback is essential but insufficient. Sentiment without operational and business data gives no basis for diagnosing what to fix or for holding delivery to account.
Not correct Operational metrics alone, since they are the most objective and the least open to dispute
This is exactly how watermelon reporting happens. Objectivity is not the same as relevance; component data alone cannot show whether the customer's outcome was achieved.
Correct Customer engagement, operational metrics, business metrics and customer feedback taken together
Correct. The practice deliberately gathers and correlates several kinds of information, because no single source shows whether the service is delivering value.
Not correct Incident and problem records alone, since these capture everything that has gone wrong
Failure records show what broke, not whether the service delivered its intended outcome when nothing broke. They are one input among several.
Why
Service level management works by correlating sources: ongoing engagement with the customer, operational measures, business measures, and direct feedback. Each single source, taken alone, produces a characteristic distortion — component data hides customer pain, sentiment data hides cause, failure records hide ordinary underperformance.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Service level management gathers information from customer engagement, operational metrics, business metrics and customer feedback.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.