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Exin ITSM20F.EN Exam - Topic 3 Question 53 Discussion

Where would an IT service for the customer normally be defined?
C) in the Service Catalog or the Service Level Agreement (SLA)
A) in the IT Framework
B) in the Operational Level Agreement (OLA)
D) in the Service Report

Exin ITSM20F.EN Exam - Topic 3 Question 53 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 53
Topic #: 3
[All ITSM20F.EN Questions]

Where would an IT service for the customer normally be defined?

Show Suggested Answer Hide Answer
Suggested Answer: C

A . Incorrect. The IT Framework provides a structure for service management but would not define the service itself.

B . Incorrect. The OLA would define a support arrangement behind the prime customer service.

C . Correct. The Service Catalog or the SLA would define the service for the customer.

D . Incorrect. The Service Report would provide details of service performance not define the service.


by Brock at May 28, 2022, 08:16 PM

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Santos
10 months ago
Not sure about that, seems like it could be anywhere!
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Ernie
10 months ago
Wait, is it really not in the IT Framework?
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Gaynell
10 months ago
Agreed, the SLA is key for defining services.
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Tayna
10 months ago
I think it's more about the OLA.
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Toshia
11 months ago
Definitely in the Service Catalog or SLA!
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Pearlene
11 months ago
The IT Framework sounds too broad for this question, but I can't completely rule it out. I need to think about it more.
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Pamella
11 months ago
I remember something about OLAs being more internal, so that makes me lean towards the Service Catalog for customer-facing definitions.
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Eun
11 months ago
I think the IT service for the customer is usually defined in the Service Catalog or SLA, but I'm not entirely sure.
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Burma
11 months ago
I feel like I saw a question similar to this in practice, and it pointed towards the SLA being the right choice.
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Bok
11 months ago
Ah, I remember this from the lecture. The Network VRU and Media routing domain are the two key components that need to be set up for CCE to begin processing the call. I've got this!
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German
11 months ago
This seems like a tricky one. I'll need to think through the options carefully.
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Cordelia
11 months ago
Okay, let me think this through. The question is asking us to set up vendor-specific descriptions for items, so I'm thinking that option D, Extended text, is the way to go. That seems like the most logical choice to me.
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