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Exin ITSM20F.EN Exam - 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?

Show Suggested Answer Hide 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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Marsha
3 months ago
Not sure about that... what if they just don’t know?
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Mitzie
3 months ago
Totally agree, it should be before the breach happens.
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Corrina
3 months ago
Wait, are you saying they might not tell us until after? That's wild!
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Patti
4 months ago
I think it should be during service reporting.
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Barbra
4 months ago
Definitely before the breach! Communication is key.
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Laura
4 months ago
I definitely recall that we should notify customers proactively, so I would go with option B, but I hope I’m not mixing it up with another topic.
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Idella
4 months ago
I’m a bit confused about this one. I thought it might be during service reporting, but now I’m leaning towards informing them before it happens.
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Tiffiny
4 months ago
I remember a similar question where we discussed the importance of communication, so I feel like "before the breach" makes the most sense here.
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Junita
5 months ago
I think the customer should be informed before the breach happens, but I'm not entirely sure if that's the correct answer.
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Percy
5 months ago
Never? That doesn't seem right. Why would the customer never be informed if the service levels won't be met? That doesn't make much sense to me. I'm leaning towards either before the breach or during service reporting.
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Ilona
5 months ago
Okay, let me walk through this step-by-step. The key is that the service provider believes the service levels won't be met. So they should inform the customer before the breach actually happens, to give them a heads up. I'm going with option B.
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Ellsworth
5 months ago
Hmm, I'm a bit unsure on this one. I was thinking it might be during service reporting, but now I'm not so sure. I'll have to think it through a bit more.
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Jillian
5 months ago
I'm pretty confident this is a before the breach situation. The question is asking when the customer should be informed, and it makes sense to let them know ahead of time if the service levels won't be met.
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Rochell
5 months ago
Okay, I think I've got a handle on this. I'll start by listing out the different report updates that are needed, then match those to the answer options provided. Methodical approach should work well here.
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Brandee
5 months ago
Hmm, I'm a little unsure about this one. I'll need to re-read the question carefully and make sure I understand the definition of a substantial investment.
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Almeta
5 months ago
This is a good test of my accounting knowledge. I'm feeling pretty confident I can nail this one - just need to remember my debit vs. credit basics.
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Juan
5 months ago
This question seems straightforward, but I want to make sure I understand the requirements for a qualified disclaimer. I'll need to carefully review the details about the daughter's actions and the inheritance.
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Stephaine
5 months ago
This one seems pretty straightforward. I'm pretty confident the answer is Accelerometer.
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Kirk
10 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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Ahmed
8 months ago
C) During service reporting
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Annice
9 months ago
B) Before the breach
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Mattie
9 months ago
A) After the breach
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Tiera
10 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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Emmanuel
8 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
9 months ago
C) During service reporting
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Annabelle
10 months ago
B) Before the breach
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Tesha
10 months ago
A) After the breach
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Luis
10 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
10 months ago
C) During service reporting
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Tonja
10 months ago
B) Before the breach
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Micheal
10 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
11 months ago
I disagree. I think the customer should only be informed during service reporting to avoid unnecessary panic.
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Terrilyn
11 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
11 months ago
I agree with Ashley. It's important to manage expectations and communicate proactively.
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Ashley
11 months ago
I think the customer should be informed before the breach.
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