Exin Exam ITSM20F.EN Topic 9 Question 73 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 73
Topic #: 9

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

AHow much the service costs compared to other providers of the service

BHow much the service costs divided by an average of evaluation scores

CHow well the service meets customer and user expectations

DThe number of people purchasing that service

Show Suggested Answer

Suggested Answer: C

A . Incorrect. The customer services will be more than critical services.

B . Incorrect. The services are not guaranteed, the service is simply being provided.

C . Correct. The focus for IT Service Management needs to be on agreed business requirements.

D . Incorrect. The customers may not require ''maximum'' levels.

by Graciela at Jul 27, 2023, 07:17 AM

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Irma

13 days ago

But what about the cost of the service? Shouldn't that also be a factor in assessing quality?

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Ahmed

16 days ago

I agree with Daren. Customer satisfaction is key in determining the quality of a service.

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Daren

17 days ago

I think the quality of a service can be assessed by how well it meets customer and user expectations.

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