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Exin Exam ITSM20F.EN Topic 2 Question 66 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 66
Topic #: 2
[All ITSM20F.EN Questions]

The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

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Suggested Answer: A

A . Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.

B . Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.

C . Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

D . Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.


by Samira at Feb 04, 2023, 10:23 PM

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Chuck
14 days ago
I bet the exam writers are giggling to themselves, thinking 'Let's see if they can spot the obvious one!'. A) Customer satisfaction, for sure.
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Jimmie
3 days ago
A) Customer satisfaction
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Lai
18 days ago
Customer satisfaction? Really? That's like the most important thing to measure! What kind of exam is this anyway? *rolls eyes*
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Miles
22 days ago
Ah, I got it! The answer must be A) Customer satisfaction. That's more of a business outcome, not a direct measure of the Service Management process itself.
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Michel
5 days ago
I think major non-conformities would be a more direct measure of the Service Management process.
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Fatima
10 days ago
I agree, customer satisfaction is more of a result of the service provided.
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Teddy
27 days ago
Hmm, I'm not sure. Could it be D) Resource utilization? That seems more like an input or efficiency metric, not a measure of the actual objectives and plan.
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Adrianna
30 days ago
I think the correct answer is A) Customer satisfaction. That's not really a measure of the Service Management objectives and plan. More like an outcome metric.
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Susana
5 days ago
I think major non-conformities are important to measure to ensure objectives are being met.
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Hyun
17 days ago
I agree, customer satisfaction is more of an outcome metric.
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Portia
1 months ago
But resource utilization is important for efficiency, so it should be measured.
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Margart
1 months ago
I disagree, I believe it's B) Major non-conformities.
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Portia
1 months ago
I think the answer is D) Resource utilization.
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