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Exin Exam ITSM20F.EN Topic 3 Question 85 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 85
Topic #: 3
[All ITSM20F.EN Questions]

If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

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Suggested Answer: A

A . Correct. A statement defined to deliver focus to the organization.

B . Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.

C . Incorrect. These detail the needs of the Quality Management System, not of the policy.

D . Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.


by Reita at Apr 13, 2024, 04:06 PM

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Kirk
1 months ago
B) Before the breach, without a doubt. Anything less would be like the service provider showing up late to their own party. Unacceptable!
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Mattie
1 days ago
A) After the breach
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Tiera
1 months ago
B) Before the breach, for sure. Anything else would be like the service provider saying 'Surprise! We let you down!' Not a good look.
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Aja
10 days ago
C) During service reporting
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Annabelle
23 days ago
B) Before the breach
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Tesha
30 days ago
A) After the breach
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Luis
2 months ago
D) Never? Really? That would be the worst option - hiding service level breaches from the customer is just bad business. I'm going with B).
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Rodrigo
1 months ago
C) During service reporting
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Tonja
1 months ago
B) Before the breach
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Micheal
2 months ago
Hmm, I'd say C) During service reporting. That way, the customer can be made aware of any service level issues as they happen, rather than after the fact or before they even occur.
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Margo
2 months ago
I disagree. I think the customer should only be informed during service reporting to avoid unnecessary panic.
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Terrilyn
2 months ago
B) Before the breach seems like the obvious choice here. Keeping the customer informed proactively is the responsible thing to do.
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Chau
2 months ago
I agree with Ashley. It's important to manage expectations and communicate proactively.
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Ashley
2 months ago
I think the customer should be informed before the breach.
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