Exin Exam ITSM20F.EN Topic 3 Question 85 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 85
Topic #: 3

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

AAfter the breach

BBefore the breach

CDuring service reporting

DNever

Show Suggested Answer

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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Luis

2 days 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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Micheal

2 days 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

5 days ago

I disagree. I think the customer should only be informed during service reporting to avoid unnecessary panic.

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Terrilyn

5 days 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

8 days ago

I agree with Ashley. It's important to manage expectations and communicate proactively.

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Ashley

10 days ago

I think the customer should be informed before the breach.

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