Exin Exam CITM Topic 3 Question 1 Discussion

Actual exam question for Exin's CITM exam

Question #: 1
Topic #: 3

[All CITM Questions]

What is the Critical Success Factor (CSF) in IT services review?

AEvaluate deliverables before meeting the customer for an IT service review

BSuitable location for the IT service review meeting to take place

CExplain shortcomings and bottlenecks during IT services review meeting with the customer

DInform customers on improvements made

Show Suggested Answer

Suggested Answer: A

A Critical Success Factor (CSF) in IT services review, as per ITIL's service management framework, is to evaluate deliverables before meeting the customer for an IT service review (A). This ensures that the IT service provider has thoroughly assessed service performance, identified issues, and prepared actionable insights or recommendations to discuss with the customer. Pre-evaluating deliverables enables a productive review meeting, ensuring alignment with customer expectations and service level agreements (SLAs).

Suitable location (B): Logistical factors like location are not critical to the success of the review process.

Explain shortcomings and bottlenecks (C): While transparency is important, focusing only on issues without prior evaluation may undermine the review's effectiveness.

Inform customers on improvements (D): Informing about improvements is part of the review but not the CSF; evaluation of deliverables is the foundation for meaningful discussions.

by Alyce at Aug 04, 2025, 01:41 PM

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Rosendo

40 minutes ago

I feel like informing customers about improvements made is also important, but I’m not convinced it’s the main factor.

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Loren

6 days ago

I’m not entirely sure, but I remember a practice question that emphasized the importance of evaluating deliverables before meetings.

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Elliot

11 days ago

I think the CSF might be about explaining shortcomings and bottlenecks during the review. It seems crucial for transparency.

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Delisa

17 days ago

I've got this! The critical success factor is all about communicating effectively with the customer. Explaining the service improvements and addressing any issues or bottlenecks is crucial for a successful review.

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Gilberto

22 days ago

Okay, I think the key here is to focus on the customer's perspective and needs. The critical success factor must be about ensuring the customer is satisfied and informed during the review meeting.

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Ilda

28 days ago

Hmm, I'm a bit unsure about this one. I know IT service reviews are important, but I'm not totally clear on what the critical success factor would be. I'll have to think this through carefully.

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Han

1 month ago

This seems like a straightforward question about critical success factors in IT service reviews. I'll focus on understanding the key elements of a successful review meeting.

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Mitsue

1 month ago

C is the obvious choice here. You can't just sugar-coat everything, the customer needs to know the real deal.

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Mica

2 months ago

I believe C) Explain shortcomings and bottlenecks during IT services review meeting with the customer is also crucial for improvement.

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Elvera

2 months ago

Hmm, I'm not sure. Maybe B - the location is important, you don't want the customer to feel uncomfortable, right? Maybe a nice conference room with coffee?

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